Zappos crm software

Zappos utilizes relatively little advertising or traditional marketing. They rely and succeed almost exclusively on word of mouth and customer loyalty. Carder gives the example of a customer who called to find shoes for a wedding. The agent asked about her location and found out she had a friend who was married in the same place.

So, she called a mall, talked to the manager and found a store that had the right pair. She purchased the shoes and personally mailed them to the customer. She received points for that interaction.

At the end of the month, management identifies agents with less than a point average on the Happiness Experience Form. Those agents receive extra training. Top performers are rewarded with paid hours off and other incentives. The agent is expected to create a PEC and follow the same guidelines as a phone conversation. Zappos measures the abandonment rate in minute increments. If the team experienced a high ratio of idle chats to active session, this would trigger management to coach agents on duty during that time.

This strategy zeroes in on the cause of unproductivity in the chat setting—idle chats. Like Liked by 1 person. Retaining customers is an approach I thought would have come second to generating new ones, interesting read. The CEO of Zappos definitely had the ideal mindset when it came to the foundations behind CRM — great examples and a strong finish to your blog!

You are commenting using your WordPress. You are commenting using your Google account. You are commenting using your Twitter account. You are commenting using your Facebook account. Notify me of new comments via email. Notify me of new posts via email. Zappos Customer Focused Business Model Zappos business model is based on creating an enjoyable experience for the customer.

Sending flowers to customers on their birthday. Random upgrades to faster shipping. At one point Zappos sent pizza to customers who sent a tweet about being hungry. References Dave Chaffey, F. Share this: Twitter Facebook. Like this: Like Loading Really Great Insight! Another way Zappos delivers happiness is through its day return policy.

One of the biggest reasons many customers choose Zappos is our generous shipping and return policy. Also free! Just access your account online and print a shipping label, or give us a call and we will email you one. Charge for return shipping labels is also, yup you guessed it, free.

Although Zappos. Well, guess what? We love you, too. Don't stop here! To learn more about Zappos, or how to build a strong company culture, sign up for a Zappos Insights training event or guided tour. Get more info. Business April 17th, Easy-to-find contact info We love it when you call us! Unlimited call times Customer service calls at Zappos take as long as they need to take. No phone tree Calling a company with an issue you need help with, and ending up talking to an automaton is arguably one of the Worst.

No scripts Every conversation between Zappos representatives and callers is as different as the personalities of the participants. Free shipping and returns One of the biggest reasons many customers choose Zappos is our generous shipping and return policy. No upselling Although Zappos.