When Zappos first started out, the promotional tool which he used to build its customer base was Word-of-mouth.
Word-of-mouth advertising occurs when a consumer expresses interest in a brand's goods or services in casual conversations. In essence, it is free promotion brought on by a positive customer experience, which typically goes above and above their expectations. Through various publicity initiatives set up by businesses or by providing opportunities to promote consumer-to-consumer and consumer-to-marketer communications, word-of-mouth marketing can be promoted. Word-of-mouth advertising (WOM marketing) occurs when customers recommend a business's goods or services to their friends, relatives, and other people they value significantly.
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