Online retailer Zappos.com has become one of the most celebrated businesses in recent years, carving out a reputation for excellent and personal customer service.
This focus on the customer experience has seen it reap enormous success, generating 75% of its business through repeat purchases. And when Amazon.com forked out $850m for Zappos last year, CEO Jeff Bezos waxed lyrical about the firm: "Zappos has a customer obsession which is so easy for me to admire. It is the starting point for Zappos. It is the place where Zappos begins and ends. And that is a very key factor for me. I get all weak-kneed when I see a customer-obsessed company, and Zappos certainly is that."
Need further convincing? Last month, a pricing bug on the Zappos site saw goods worth thousands listed with a price of $49.95 - in keeping with its stellar image, it honoured the purchases made during this time, which cost it a hair-raising $1.6m.
Watch this video interview with Alfred Lin, COO of Zappos.com, to find out how other businesses can learn what CARE can do for your business.
Alfred Lin, Zappos: Six ways to differentiate through customer service
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