The Zappos Wow Factor

 In Be The Leader, Create Loyalty, Remarkability

Last week, we shared some of the ways that Southwest Airlines surprises and delights their customers, and how this has allowed them to build a loyal customer base. Today, we’re taking a look at Zappos – a company whose name has become synonymous with excellent customer service – to see how they show their customer that they care.

In the past, Zappos customer service representatives have:

  • Sent “get well” flowers to an elderly woman who ordered 6 different pairs of shoes for her ailing feet only to have to return them all.
  • Overnighted a free pair of shoes to a customer whose shoes for a wedding (in which he was the best man) had been delivered to the wrong address the day before. They also refunded him for his original order. Free shoes!
  • Regularly surprising customer with upgrades to Zappos VIP status.
  • Teamed up with the Massachusetts Department of Transportation to pay the toll for all passengers traveling along a section of the Massachusetts Turnpike on Thanksgiving Day in 2011.
  • Accepted a return on a defective pair of shoes (that were still under warranty with the manufacturer) and sent out a new (more expensive) pair overnight at no charge to the customer.
  • Shipped out regular orders overnight (for no charge), just because!
  • Searched competitors’ websites to help Zappos’ customers find what they are looking for if Zappos is out of stock.

Tack these delightful surprises onto their already fantastic shipping/returns policy, and you can easily see why 75% of Zappos business is repeat business. Their customers love them!

Have you had any great experiences with Zappos? Tell them about us in the comments section below!

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