Check. I think the main thing is just trust [the customer service reps] and let them make their own decisions. The 10-hour phone call, which has become an essential part of Zappos lore(akin to the tire-refund legend at Nordstrom, that other customer-focused company) is no joking matter to Tony, butto lighten the mood, he pulls up a Jimmy Fallon segment on his laptop where the agent on the Zappos end of themarathon call finally gets to meet the customer he was speaking with. Intelligently, and in the interest of keeping their customers happy, Zappos made sure that the deal remained governed by a contract that formally recognized the uniqueness of Zapposs culture and Amazons duty to protect it. 3. 855.249.3357, The Customer Service Strategies Behind Zappos Success. The new hidden asset of Zappos is Chattermills platform. For extra credit, consider having all of your employees pitch in to support the customer service team during peak moments of the year, like the holiday season, July 4th weekend, etc. Save my name, email, and website in this browser for the next time I comment. He did his MBA from HEC Paris with Strategy specialization and Leadership & Digital Transformation certificates. Nokia is a perfect case study of a business that once invincible but failed to maintain leadership as it did not innovate as fast as its competitors did! To live and deliver WOW. With the shops not yet open, one could still buy the shoes online but it is a tougher challenge than waking up for a jogging session! The cycle feeds itself - like a snowball that grows bigger and bigger. N26 Business Model: Changing banking for the better, Sprinklr Business Model: Managing Unified Customer Experience, How does OpenTable make money | Business model, How does Paytm make money | Business Model, How does DoorDash make money | Business Model, Innovation focused business strategy of Godrej. Speakers from Amazon, Wise, and H&M provide critical CX insights. Weve actually said no to a lot of very talented people that we know can make an immediate impact on our top or bottom line. An Inside Look at Zappos Customer Service Metrics By 2009 Zappos had grown revenue to over $1 billion in gross merchandise sales. Surely you have heard many urban legends about Zappos. Theres the story of an agents 10-hour phone call whereservice was put before metrics. I ask the Zappos CEO, who sold out to Amazon for $1.2 billion but continues to run his operation largely without interference, how the Mohawk got there. You should spread it around to everyone in your company. Were talking about the challenge at Zappos of competing directly with its overlords at Amazon.com, often selling the exact same items, and sharing the same technological backend.
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