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Zappos Case Study

In: Business and Management

Submitted By nouha
Words 1437
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Delivering a WOW experience + GOING TO EXTREMES FOR CUSTOMERS

-The longest customer service call took almost six hours
-Another rep helped a caller locate a nearby pizza place that would deliver after midnight.
-On another call, the rep spoke entirely in third-person at the request of the customer.
Hsieh says he considers the extra costs of running such a full-service operation as marketing costs, because good phone experiences encourage people to say positive things about Zappos to their friends.

-The website was simple, easy-to-use, and designed to make the experience very enjoyable.

- could order shoes from thousands of miles away, and if they’re not right -return them without any hassle.

-specific type of shoe for a wedding and was able to easily find them.

-The point is that while Zappos offers thousands of shoes and other products that appeal to a broad audience with diverse needs, their customers are able to easily customize their seemingly unlimited options into exactly what each of them needs and wants.

-Zappos has spent a lot of time and money to learn the IT that customers want and then deliver exactly that – enormous selection and convenience, all in an easy-to-use and hassle-free package.

-Knowing what clients want and developing ways to meet those needs is the basis of creating tangible opportunities that exceed their expectations. 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 personal emotional connections with its customers. This speaks volumes as they put their precious resources (money and time) into creating customers for life.

- While Zappos uses technology to make the customer experience easy and hassle-free, they recognize that there are just some things that

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