Zappos.com – Customer Service Is What Really Matters
November 3rd, 2011 • Uncategorized
This a response to a blog about a girl’s experience in Zappos. She specifically shares information about Zappo’s quickness and attention towards customers. It’s true, Zappos focus on customer service as their marketing device. They believe that treating the customer as nice as possible will attract new customers and the former customers will remain loyal and continue to shop online.
Now here is a video that shows Zappos business employing their customer service as a strategy:
This is definitely an innovative strategy when handling business because both parties end up winning. The customers win because they received, each time they call or shop, personalize and charming service (through call centres) and a few benefits such as free shipping and 365 days as a refund policy. On the other hand, Zappos is also happy because as more people buy their shoes online there is more demand. Therefore, the profits increases and the company grows as they have more room for expansion and diversification (ex. clothing and accessories). Plus the workers at Zappos like going to work which implicates a better environment at the office and classier work etiquette. Sounds like fun to work at Zappos.
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