Zappos and Customer Service

Zappos is highly regarded for its excellent customer service and motivated employees. Zappos’ goal is to “wow” its shoppers.
As Barry Glassman, writing for Forbes, puts it: “Knowing what clients want and developing ways to meet those needs is the basis of creating tangible opportunities that exceed their expectations.  Zappos invested their money in customer service rather than in expensive marketing campaigns.  Their time is spent observing and tracking customer behavior with the on-going goal of creating more personal emotional connections with its customers.  This speaks volumes as they put their precious resources (money and time) into creating customers for life.”
Click the image to read more from Glassman.


This entry was posted in Online Retailing, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 5: Managing a Retail Business, Part 6: Merchandise Management and Pricing, Part 7: Communicating with the Customer and tagged , , , , , , , , . Bookmark the permalink.

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