We had to give up the easy money, manage the inventory, and take the risk. Zappos developed a set of key values that are at the heart of their company culture and every action employees take. In response, the company required all of its customers to change their passwords on the site, though it noted that it was highly unlikely that password information was obtained due to encryption.
The emphasis on cultural fit extends to the training process, where new employees cycle through work in the Kentucky warehouse and call center, and receive lessons on company history and core values.
After an hour-long meeting with Amazon CEO Jeff BezosHsieh sensed that Amazon would be open to letting Zappos continue to operate as an independent entity, and started negotiations.
He lives in Vancouver, Canada. Actually, the metrics he cares about have nothing to do with efficiency and everything to do with how satisfied a customer is at the end of a service call. Instead, many businesses compete on price instead of service, reign-in customer service expenses as tightly as possible by outsourcing to call centers, and implement key performance metrics like upsell percentages and average call times that agents are expected to meet.
One year later, they debuted at No. Talk to a customer on the phone for 10 hours and 29 minutes.
One of our favorite stories is from an agent named Kelli. After a brief pause, the customer service agent researched and provided a list of nearby pizza parlors that were still open. Every year, the company reinforces its core values by publishing a page culture book with unedited contributions made by employees and vendors.
Their dedication to customer happiness starts with employee happiness. Read our blog post on 7 ways you can optimize the agent experience. In fact, Zappos has a dedicated space on their website where agents can share their customer stories.
Kelli delivered true happiness to Tommy and many more, all because of one simple, human conversation. This post was originally published in September and has since been revamped for accuracy and new insight.
Tony highlighted many deliberate decisions that the company made with the long-term view in mind, such as: Their billion dollars in sales and thousands of raving fans certainly prove that employee empowerment and a positive culture lead to customer happiness.
Find out how to make your internal customers happy, first. Magazine notes another example when a woman called Zappos to return a pair of boots for her husband because he died in a car accident.
In fact, Zappos culture was once perfectly described as being proudly-weird. The longest call to date has been four hours.
The next day, she received a flower delivery, which the call center rep had billed to the company without checking with her supervisor. In the midst of this, Amazon executives approached Zappos with the proposition of buying the company outright.
After Kelli got a new pair of shoes shipped off to Tommy and ended their conversation, she felt the urge to do more. It has expanded into clothing, handbags, sunglasses, and numerous other categories. She got a live chat message from a customer at 4: What does it mean to deliver happiness to customers?
The power behind the Zappos brand and abounding success is the team of customer service agents who WOW customers and make incredible connections with the people who reach out to them each day. So we generally try to stay away from policies, we just ask our reps to do whatever they feel is the right thing to do for the customer and the company.Everyone knows what it's like calling a company's customer service department: If you're unlucky, you're routed to Asia where an outsourced staff member reads a script in halting English.
Online. Customer Service. Return. Need to return your Zappos Luxury product? Find instructions right here. Checking the Status of Your Order. Need to know the status of your order or want to make a change?
Find out how. Safe Shopping Guarantee. Nervous about shopping online? School of WOW for Leaders. The Key to a Service-Minded Culture. Join Zappos experts at our Downtown Las Vegas campus for a full-day customer service training with an emphasis on seeing Zappos service live and in action!
According to the company, Zappos employees are encouraged to go above and beyond traditional customer service.
In particular, after a late night of barhopping and closed room service, Hsieh bet a Skechers rep that if he called the Zappos hotline. May 13, · 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.
A Zappos employee recently had a customer-service call that lasted 10 hours, 43 minutes, breaking an internal record at the Amazon-owned .Download