A continued commitment to developing talent along with a ‘hire slowly, fire quickly’ approach has been key to the success of US online phenomenon clothing retailer Zappos, according to HR consultant China Gorman.

While an unfamiliar name in the UK, the firm, set up by founder Tony Hseih, is renowned in the States as a beacon for exemplary customer service, causing Amazon to part with more than $800m [£495.7m] to buy the firm in 2009.

Gorman told Recruiter in-house recruiters were integral to the success of the company through implementing a painstaking long recruitment process to deliver the right hire.

To hear what Gorman had to say, click on the video below:

Gorman shared the case study at TRU [The Recruiting Unconference] London 3. The three-day event continues today.