To say that good business comes down to customer service is sort of a truism in the business community, but there aren't a lot of companies that are actually living that out - especially online. One significant exception to that rule is Zappos. I can't say that I've ever been to their website or bought any of their shoes, but they do have a great reputation for their service. Why? Because they actually do put customer service as their number one goal. Perhaps I'll have to check them out.
So what is different about Zappos?
- The company provides free shipping both ways
- Zappos has a 365 day return policy
- Only products available in the warehouse are placed on the site
- The warehouse is open 24 hours a day
- The company is contactable 24 hours a day, 7 days a week
- The 1800 contact number is prominently placed on every page of the site
- The company trusts in its reps; sales staff don't have scripts
- If products are unavailable, sales staff direct customers to competitors
2 comments:
I have friends who only buy their shoes from this company because of the customer-friendly return policy. They really do what they say they will do.
We've had great experience with Zappos. The only issue is that they seem to be more expensive.
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