Amazon buys customer-focused Zappos for $880 million

By Tim Conneally | Published July 22, 2009, 6:05 PM

Zappos LogoToday, Amazon announced that it will be acquiring popular Internet clothing and footwear store Zappos.com for approximately $807 million. The closing price of Zappo's stock will actually drive the deal up to around $880 million when it closes this fall. Additionally, Zappos employees will receive $40 million in cash and restricted stock. The company was voted #23 in Fortune's Hundred best companies to work for in 2009 poll.

Zappos will retain the same management team that's helped the brand get as popular as it has. The company's CEO, Tony Hsieh issued a statement today saying, "Over the next few days, you will probably read headlines that say 'Amazon acquires Zappos' or 'Zappos sells to Amazon'. While those headlines are technically correct, they don't really properly convey the spirit of the transaction. (I personally would prefer the headline 'Zappos and Amazon sitting in a tree...') We plan to continue to run Zappos the way we have always run Zappos -- continuing to do what we believe is best for our brand, our culture, and our business. From a practical point of view, it will be as if we are switching out our current shareholders and board of directors for a new one, even though the technical legal structure may be different."

Amazon CEO Jeff Bezos, in a YouTube video presentation this afternoon talked about putting customers before competitors, and Zappos has built its reputation as one of the most efficient Web retailers by taking the same approach.

"Zappos is a company that I've long admired, and for a very important reason," said Bezos, "Zappos has a customer obsession...which is so easy for me to admire. It is the starting point for Zappos. It is the place where it begins and ends, and that is a very key factor for me...I get all weak-kneed when I see a customer obsessed company, and Zappos certainly is that."

Hsieh said, "One of the great things about Amazon is that they are very long term thinkers, just like we are at Zappos. Alignment in very long term thinking is hard to find in a partner or investor, and we felt very lucky and excited to learn that both Amazon and Zappos shared this same philosophy."

Zappos' reputation for incredible customer service (it accepts returns for 365 days) began a few years ago, at about the time that a New York Times blogger referred to the retailer as "Customer Service Heaven" following a foul-up on an order for sandals. Subsequently came this story from an independent blogger whose mother ordered shoes from Zappos shortly before passing on. Not only did Zappos arrange for UPS to pick up her unopened order, but it sent flowers to her son.

Comments

View comments by with a score of at least

This made me think back to Boo.com. It turns out the business model might not have been so bad. To bad upper management didn't really care about building a company (just spending investor money).

Score: 0

|

I am not sure what to think of this, and will have to see how it plays out long-term. Zappos is one of only a handful of places I can order shoes from in my size, and they've always been fast to ship with a helpful free return shipping policy.

Score: 0

|

Report: Microsoft to randomize Europe's browser screen choices

The fact that "A" is for "Apple" was apparently at the heart of browser vendor objections to Microsoft's alternative to listing IE first.

Acer eclipses Dell for #2 spot in global PC shipments, says iSuppli data

It literally does look like a 360-degree turnaround in Dell's fortunes, as the bells of bad tidings now toll solely for Dell.

Microsoft, don't hang up on Windows Mobile, but do call for help

Only a Manhattan Project can save Microsoft's phone strategy now.

See ya later, WinMo: Microsoft's mobile strategy needs a reboot

Carmi Levy | Wide Angle Zoom: Hands up if you're considering upgrading to a Windows phone for the holidays...Anybody?

Playing catch-up in 2010: Windows Mobile, BlackBerry, and Symbian

Microsoft, RIM, and Nokia are each working on improved mobile operating systems. But could these efforts add up to too little, too late?

Will Nokia's plans further alienate American consumers?

A look at Nokia's plans for the coming years does little to shine up the company's increasingly dull image.

Bing bonked by service outage Thursday, Microsoft configured the wrong server

It's always nice to have a backup, but it's even nicer to remember which one is the backup. That's the lesson Bing's admins learned yesterday evening.

Survey reveals there are more women then men, including on social networks

If you think you can market your products and services online as though you're selling car batteries in the middle of halftime, think again. And again.

Android team updates 'Donut' and 'Eclair' SDKs

The Android SDK includes components which optimize app development for each version of the mobile operating system. Today, the 1.6 and 2.0 components got updates.

The Black Screen Syndrome, or, Tech news in search of the apocalypse

Scott Fulton On Point: This is a story about something that should not have been a story, about something that at one time was a story.

Online advertising evolves away from display, toward interactive software

Marketing departments and agencies are increasingly establishing positions for "creative technologists" who can steer designers and developers toward platforms that enable direct connections with consumers.