Discover how customer phenom Zappos.com grew their gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service.
Rob Siefker of the Zappos Customer Loyalty Team discusses the Zappos commitment to WOWing their customers through service, how they retain repeat customers, and what they do internally to inspire the Zappos culture & core values. Read more »
The next time you or someone in your household orders a pair of shoes from popular online retailer Zappos, take a close look at the package. You’re likely to find one of their core values printed right there on the box. Uncommon, yes. But Zappos CEO Tony Hsieh takes a pretty uncommon approach to everything, including customer service.
His approach has landed Zappos.com on BusinessWeek’s Top 25 Customer Service Champs, among other “best” lists for innovation and company culture. Even a segment on their extraordinary approach to customer service on TV’s Nightline, as well as the cover of Inc. Magazine’s May 2009 issue. In 2008, the company’s gross merchandise sales exceeded $1 billion. Zappos stocks millions of products from over 1,000 clothing and shoe brands, and that appears to be just the beginning. Tony shared the story behind this successful online service leader and how they grew their gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service.
Their tagline is “Powered by Service” and they’re committed to providing the best online shopping experience possible, period. “Expedited delivery. Fast, friendly, expert customer service.” The way they see it, Zappos is a service company that just happens to sell shoes, clothing, “and other stuff”. Read more »
