This weekend, we attended Big Omaha and had the pleasure of hearing from Tony Hsieh, CEO of Zappos story and how Zappos approachs business. They take what they would spend on advertising and invest it into the customer experience. Because they know that word of mouth advertising will give you the biggest bang for your buck. They know that providing free shipping to your house {and maybe back} can add up, but they love doing it because the focus is all about you, the customer.
We are “building lifelong relationships one call at a time.” Zappos is unique in that they actually like receiving phone calls. They know it’s maybe their only chance to talk with you for 5-10 minutes. And they are doing it differently than most call centers. They encourage their employees to connect with the customer– even if it’s not related to Zappos. If the employee has a dog, and can hear that the customer does do, they say, why not talk about dogs!
We were impressed to see a company doing it right. A company not solely focused on the bottom line — because with time, they know their customer service will win everyone over. They are about creating conversation and building relationships with their cutomer– not just thinking about the next sale. They care, and it shows.
What are you doing to build your relationships?
