zappos' succes: wow your customers

It all starts with hello!

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Zappos’ success: WOW your customers


• Zappos has grown from a small online store to a global hit by wowing its customers for over a decade

• The online store offers the best selection of clothes and shoes for men, women and kids but also offers the best customer service by actually listening to what their customer want

• It’s not just about a transaction, a sale, a return or an order. It’s about connecting with the people

• Zappos proved wowing cutomers takes a company to the top!


The brand focuses on ...Wowing the customers1

2 Creating a close bond with the customers

3 Establishing itself as a human brand

4 Fostering and promoting engagement among customers and employees


Here is a simple but powerful rule: always give people more than what they expect to get!

Hello!

Nelson Boswell


Ten inspiring core valuesDeliver wow through service

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Embrace and drive changeCreate fun and a little weirdness

Be adventurous, creative and open mindedPursue growth and learning


Ten inspiring core values

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Build open and honest relationships with communication

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Build a positive team and family spirit

Do more with less

Be passionate and determined

Be humble


Wow the customers!• The first advice an employee at Zappos receives:

“wow the customers”

• It’s the essence of the brand


Redefining teamwork• Wowing customers starts

with a great company culture where employees are ultra happy• Employees at Zappos can

constantly chat with each other in case they need help• A special team is available

to help employees in complex situations and scenarios


Lessons to learnDesign a strong set of values that don’t need to be exclusive to a contact center. It helps to set a tone for your business.

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Create a fun and relaxing environment! It helps customers to ease their stress and make their work enjoyable.

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Create a strong team. It is important to hire people who fit into your company’s culture and share your opinion.

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Whitepaper: Lessons from Global Fashion & Lifestyle Brands

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zappos' succes: wow your customers

Retail