Zappos’ CEO on Using Corporate Relocation to Preserve Customer-Led Culture
Harvard Business Review
JANUARY 3, 2014
One of the most significant came in early 2004 when we decided to relocate from San Francisco to Las Vegas. But we were reluctant to relinquish control of something that is one of Zappo’s core competencies. Usually when marketing departments do their ROI calculations, they assume that the lifetime value of a customer is fixed.
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