Ten lessons Zappos can teach us about staff and customer retention

by Graham Charlton
Founded in 1999 and acquired by Amazon in 2009, Zappos has long been admired for its attitude to staff and customers. This focus is all about retention of customers and staff. And it saves the company a fortune on marketing and recruitment. Indeed, Zappos can boast customer retention rates of 75%, while staff rates are 85%, figures not many other firms can match.Read the full article