Zappos CEO interview – How Customer Service made them famous


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Across the web Zappos has become synonymous with good customer service.

The brand has some great customer service initiatives and has prided itself on its famous customer experience. We have previously blogged about how Zappos honoured a pricing error on one of their sister sites, which cost them $1.6 million. I have always used Zappos as a perfect case study for an organisation that is customer centric and delivers a customer experience that makes people want to talk about their experience. Zappos CEO, Tony Hsieh, was interviewed over at about his journey to becoming CEO of Zappos, and how the organisation has excelled by creating a great customer experience:

Zappos is renowned for its customer service. Define customer service and how did you achieve that vision?

For us, it’s about using every opportunity we have and every customer touch-point to make the customer think, ‘Wow, that was the best service I ever had.’ It’s the free shipping both ways, surprise upgrades to overnight shipping, the year-long return policy or the 1-800 number at the top of every webpage because we actually want to talk to our customers. We want them to know it’s a real person on the other end, not someone who’s held to a script and trying to get you off the phone. All of those things combined make for a great customer experience.

Read the full interview here

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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