Branding Through Customer Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.

Delivering Happiness: A Path to Profits, Passion, and Purpose (ed. Grand Central Publishing, 2010) - ISBN: 9780446576314