• Why was Zappos so successful in its first 10 years from 1999-2009? What evidence is presented in the case of the companys success? What general, high-level strategies can you identify that lead to their success?
• Use the Service Triangle to illustrate and analyze Zappos success from a service strategy perspective. What specific things did the company do to achieve its success in external marketing, interactive marketing, and internal marketing? Is the Triangle well-aligned and where do you see potential threats going forward?
• What challenges or changes in strategy would you anticipate for Zappos following its acquisition by Amazon? Can the company continue with the same strategy why or why not?
• Go the Zappos website and check it out. What is one cool thing on the website that you think reinforces a concept or strategy connected directly with service marketing and management fundamentals?