Zappos.com has a good reputation. They realize that shoes are a hard item to order over the internet because you never know if they are going to fit. You potentially could end up paying twice as much for the shoes due to shipping charges as you attempt to find ones that work. As a solution, the Zappo’s policy is that all customers always get free shipping and handling. Shoes can be sent back and forth 18 times and it’s free for you all the way. Trust me I’ve done it.
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This policy makes them a very customer friendly site. However, their nice front doesn’t end at this policy. The company has shown that customer relations is a quality they carry throughout all actions. The story I reviewed oringinally came from her blog found here. This woman ordered many pairs of shoes for her mother hoping at least a pair or two would fit. Her mother passed away and she failed to return the shoes her mother had not wanted within the 15-day window period. Zappos contacted her via email about the return. The woman replied what had happened and that she would get around to it when she could. Zappos replied by saying they would personally send UPS to her house and take care of the shoes so she wouldn’t have to leave the house. Then not too long after this the woman returned home to a beautiful arrangement of flowers from who else but Zappos.
This company went far beyond what could ever be expected of a large, busy business. A quote from the Zappos CEO, Tony Hsieh , “Customer service is an investment, not an expense.” I think it’s wonderful that Zappos acts as a real person would and knows that a bouquet of flowers is so much more than just a bouquet of flowers.
http://www.getelastic.com/good-customer-service-still-the-best-word-of-mouth-marketing-strategy/
http://www.zazlamarr.com/blog/
http://multichannelmerchant.com/news/zappos_08072007/
1 comment:
4 good posts - that zappos story is getting them tons of good press - check out the bad blogosphere buzz about spirit airways - here's the original story - http://www.alexrudloff.com/2007/08/04/do-not-fly-spirit-airlines/
look for the other blog posts about it
20 points and 5 for going to the adweek archived speeches
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