Talk about money where your mouth is! I love Zappo’s dedication to getting it right.
What else is Zappo’s doing right?
Communication: http://twitter.zappos.com/employee_tweets shows you Zappo’s staff and even their CEO http://twitter.com/zappos are using Twitter to communicate with and engage their customers.
Contagious Culture: Each year Zappos 31 year old CEO asks each employee to write a description of the culture of the organization. Something’s working with employees writing statements like: “Everyone at Zappos is so warm and inviting, like a nice bowl of oatmeal.”
Fan-makers: Their customer service creates fans. From the standard:
“customers can order shoes as late as 11 p.m. and still get next-day delivery” to the extraordinary as shown in this online testimonial:
“My wife had ordered a pair of sandals from Zappos. When they arrived, she found that they didn't fit. She tried to order the right size, but Zappos was sold out of her size. So here's what the company offered: she could return the sandals (for free), Zappos would refund the purchase price and they'd send her a $25 coupon toward her next purchase.
But wait — there's more! Zappos also offered to try to locate a pair of the sandals in her size from another vendor. (Hah! Sure, they will!) Fifteen minutes later, the company called my wife and told her they'd found her sandals, in her size, at another online merchant — "and," the Zappos clerk told her, "they're even cheaper at this other site!"
So.. in short, their staff love them, the public love them and their customers love them and wait… they sell SHOES! Seem’s like a great start to me!
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