We have been discussing about customer relationships and corporate culture in our lectures. One of the articles that we had to read was about the online shoe shop Zappos. We’ve also seen a video about the corporate culture of Zappos and I really enjoyed their style so I did a little more research about them. Here are some ways that I learned from Zappo’s story which may “put a smile on customer’s face”.
First of all they have over 3 millions of different shoe choices. That’s a great way to reach many customers with different preferences. Also 7/24 free calls to customer service and free shipping, which many online shops doesn’t offer makes Zappos attractive. The most interesting one that I found is they suggest their customers to look at competitor online shops if they don’t have the right shoes for the customers. They pick passionate people to become their employees and they train them very well.
Take a look at the link below to see a real life situation which proves that Zappos customer service is great.
“My friend ordered a pair of shoes from Zappos that fell apart. This is the hilarious customer service response he received.”
http://imgur.com/gallery/trws6
Sources:
http://ahmetkirtok.com/bir-eticaret-basari-hikayesi-zappos/
http://suitcaseentrepreneur.com/business-resources/delivering-happiness-zappos-style%E2%80%93-what-any-business-can-learn-from-this-billion-dollar-success-story/
http://www.mikekerr.com/wp-content/uploads/2011/07/zappos-team.jpg