Zappos is iconic for its customer experience through customer service. Think customer service doesn’t matter? Don’t tell that to Zappos. Customer service REALLY matters at Zappos. Customer service is part of the ongoing success of the organization.
Zappos puts its money where its mouth is and spends money in customer service to develop the customer experience.
“Overnight Success” does exist, but only after years of preparation and hard work.
- 75% of orders come from returning customers (friends order again)
- Repeat customers have higher order values (friends buy more)
People may not remember exactly what you did or what you said, but they will always remember how you made them feel.
-Tony Hsieh, CEO – Zappos
Think long term.
- It’s about repeat customers.
- The keep coming back through great customer service.
- There are no short-cuts.
