Slideshare: Zappos’ Tony Hsieh On Customer Service


Share on LinkedIn

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.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here