Tony Hsieh is the CEO of Zappos, an online shoe retailer. The success of the company, has relied heavily on Mr. Hsieh’s intuition and innovation in Customer Service. This has come in how he deals with customer calls, as well as revolutionizing the online shoe buying experience. Giving free shipping and returns for all orders. This customer service translates directly into his sales, as people are left feeling satisfied knowing that they are in good hands, encouraging them to buy a product from Zappos then as well as again.
An example of his customer service is as follows, Last year, when I was working the phones, a woman called, trying to return some boots. The sad story turned out to be that she had bought them for her father, who had since died. I told her not to bother returning them; that we would refund her money but she was free to give the boots away instead of returning them. And after the call I felt moved to send her some flowers–just one of the 380 gifts of flowers you can see on the board that we sent out last year. Some time after that, she sent me a letter and a photo of her father.”
Zappos is a company that has revolutionized the sales industry by going above and beyond customers expectations.
BoweryJE22