Discover how Zappos transformed its customer service by relocating to Las Vegas.
In 2004, Zappos faced a challenge in staffing its customer call center due to the high cost of living in San Francisco. To address this, they relocated their headquarters to Las Vegas, a city known for its hospitality industry. This move not only helped in recruiting dedicated service reps but also strengthened the company's culture. Today, Zappos is renowned for its exceptional customer service, which is a core part of its brand identity. Explore the strategic decisions that led to this transformation and learn how customer service can be a powerful brand differentiator.