Zappos founder Tony Hsieh’s famous obsession with customer service paid off this holiday season. The Amazon-owned online shoe emporium came out on top in a Christmas delivery stress test performed by StellaService, a Nielsen-like ratings firm for internet shopping.
So, how did Zappos win the day? The Las Vegas-based outfit, now the world’s largest online shoe store, provided customers with the latest cutoff, December 23rd, and successfully delivered by Christmas in all three parts of the country.
Other success stories included Apple and Pottery Barn, both of which extended their standard shipping times to allow shoppers a larger window to order gifts. Apple extended by a full day, with Pottery Barn moving its deadline from earlier in the day to midnight.
Notable failures included QVC, which didn’t specify a Christmas cutoff, forcing online shoppers to place orders by December 13th, much earlier than other sites. Electronics store Tiger Direct provided conflicting information on their site, according to StellaService, changing their cutoff date from the 20th to the 18th, then back to the 20th.