The CEO’s natural habitat may be their office or a boardroom but, once in a while, every CEO should spend some time handling customer service phone calls. It’s a jungle out there… Let’s be clear. I’m not suggesting that your CEO should star in the popular CBS reality show Undercover Boss. But spending time on the phone with customers can be a useful and illuminating activity.
Chances are that you aren’t in the business of selling shoes, handbags, and clothing. So it may come as a surprise to you to discover that you’re competing with Zappos. Oh, and Amazon, too. Whatever line of business or service you’re in, your customers will judge and compare the online usability (ease of web use/ page design/ search, etc) and website experience to the likes of
Here’s an example of why Zappos is the shoe-in…sorry, shoo-in…for the world’s best online retailer. When I recently purchased a pair of shoes from Zappos, I received an email informing me that they had decided to upgrade me to overnight shipping, free of charge. That was a moment
This is a great excerpt from the book from Tony Hsieh, "Delivering Happiness." Take note of these 10 ideas you can embed into your business. Top 10 Ways to Instill Customer Service into Your Company 1. Make customer
I just came across this awesome customer service chat transcript from Zappos. What I love is how helpful and fun the customer service rep is - they are willing to serve, help, offer a free upgrade and have fun. God bless 'em. Read the customer service chat transcript here.
1) Their absolute focus on finding the right people for the job. 2) Keeping the right people and letting the rest go. 3) Reinforcing/talking up the culture and living the culture. 4) Have you heard about the Zappos culture book (which is part
You likely have heard of Zappos.com, but just in case you haven’t, let me briefly tell you how they have revolutionized the shoe-buying experience. They offer a great amount of information so that it is easy to purchase something as complex as shoes online. For example, they offer customer reviews that are very specific about each product, and they showcase multiple views of each
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