Customer Service Heroes: Zappos

Last May, I wrote about Zappos.com CEO Tony Hsieh and his devotion to coworker and customer happiness. In July, Amazon acquired the online shoe retailer.

Zappos' success seems to be the payoff for a very big gamble on customer service. In the shoe business, customer satisfaction depends on fit - physical and stylistic - so Zappos goes out of its way to ensure customers get exactly what they want. The company's phone representatives actively encourage callers to order products just to try them on, because Zappos offers free return shipping for a FULL YEAR.

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Categories: Corporate Culture | Customer Service | Ethics | Competitive Advantage

8 comments - Posted by Paul Orfalea at 10:49 PM

Customer Service Heroes: Abraham Lincoln

Contrary to our images of pastoral innocence, the America of Lincoln's youth was a brutish place, and business was governed by the maxim caveat emptor - let the buyer beware. This is why country folk considered Lincoln's honesty exceptional. Lincoln saw that the foundation of good business practices is a devotion to fairness. And the responsibility for fairness rests on the shoulders of the business, not the customer. As Lincoln's honesty became the stuff of legend, it set the standard for ethical business behavior.

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Categories: Corporate Culture | Customer Service | Ethics | Competitive Advantage

1 comments - Posted by Paul Orfalea at 6:35 PM