Zappos.com 2009: Clothing Customer. - Harvard Case Studies.
The customer benefit package the Zappos Company provides to their customers is the “Wow Delivery Service” this type of customer service adds taste to consumer satisfaction, particularly when it comes to buying Zappos products online (Buur, J., T. Binder, et al. 2000).
For example, all Zappos customer service representatives have the authority to accept special-case returns, offer partial or full refunds in cases of loss of service, pay for damages, and “WOW” customers to provide solutions in any other manner they deem appropriate.
Inside the customer service entire world, there is a detail I love to contact “Frugal WOWs” that zappos case study customer service sums up what it means to become wholly blown away by a seemingly tiny but quite thoughtful action. Organizations are significantly improving the value in their goods by building customer activities.
Zappos Customer Loyalty Team Case Solution. Feeding of Strategy by Customer Loyalty Team (Question 2) In addition to the culture of the company, the employee training and development programs is another important competitive dimension that is carefully nurtured by the management of the company.
Zappos’ legendary customer service, itself based on similar flashes of creativity, innovation and initiative. 1 Frances X. Frei, Robin J. Ely and Laura Winig, “Zappos.com 2009: Clothing, Customer Service and Company Culture,” Harvard Business School, June 27, 2011, 9-610-105.
Hsieh and Lin, Zappos' CEO and COO respectively, knew that much of Zappos' growth, and hence its value, had been due to the company's strong culture and obsessive emphasis on customer service. In 2009, they were focusing on the three C's—clothing, customer service, and company culture—the keys to the company's continued growth.
CUSTOMER SERVICE What really makes the Zappos business model unique is the company’s focus on customer service. The company has established a method of serving customers and handling their issues that is distinctive from the rest of the industry. Zappos believes great customer service is an opportunity to make the customer happy.