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ZAPPOS•  Insight: –  With items Growth Hacking Basics

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ZAPPOS•  Insight: –  With items that are hard to shop for online, superior service, not price, will win. –  Removing friction from online shopping is more important than price. •  Hack: –  Reinvent what customer service means. –  Bake cost of incredible service into product, position as free. •  Result: –  World renowned brand built on service. –  Charge a premium on every item sold. –  $800 million exit to Amazon.

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