Zappos is known for their company culture of providing a “WOW” experience for every customer they deal with. The company is so keen about giving their customers only positive experience that they invested greatly on their customer service delivery than their marketing. This strategy worked and as we can see, many accounts of amazing customer service stories are attributed to having a “Zappos experience” (there’s even a book about it too!)
Now with the holiday season upon us, companies are thinking of ways how to improve their approach to customer service delivery, ensuring that their clients are delighted and deeply satisfied with their experience. So we have looked into how Zappos’ does it and share with you how your company can create your own “Zappos experience” this holiday season:
Develop a user-friendly and enjoyable eCommerce site.
Especially during the holidays, customers are always mobile and most of them prefer to do their purchases online. Since Zappos is an online retail store, they have developed a streamlined website that allows customers to shop with ease and enjoy the experience without being overwhelmed with so many selections.
Takeaway: Improve your eCommerce website and create functionalities that are not intimidating even to first-time users. Make it neat and devoid of too many pop-ups. Study how you can create a simpler and more fun navigation for customers when they purchase from your website.
Accessible 24/7, all year long.
Since Zappos does its business online, offering 24 hours customer support is imperative. They have multi-channel customer service system, which have dedicated teams each to make sure that all customers’ concerns are attended to. This give assurance to customers that no matter what time of day they need Zappos or wherever in the United States they are , Zappos is there to assist them.
Takeaway: Customers confidence in a brand is reinforced when they know that they are available any time should there be any problems. Review your customer service stats and evaluate how you can assist service 24/7. If you are tight on budget to do this, use social media to create dedicated customer service assistance for customers who need immediate support.
Make WOW a culture.
Zappos have trained their employees and empowered them to do anything necessary to personally connect with every customer and guarantee a positive and stellar customer experience. From answering inquiries that are beyond shoes to free next-day shipping for loyal customers and more, Zappos have lived by their catchphrase “Happiness in every box!” This WOW culture is not only applied to customers but also exemplified within the walls of Zappos’ offices.
Takeaway: The character of your business in customer service is reflected in the culture of your company.
Instill in your workers how to value each customer by providing above and beyond customer experience no matter what or when. By showing consistency in delivering WOW service, your company will see more loyal customers advocating your brand.
This holiday season, applying these three main points will dramatically transform your customer service delivery. With the hustle and bustle of holiday preparations, customers will truly appreciate the convenience of your eCommerce site, how fast and easy you can be reached and the feeling you leave them with after blowing them away with a WOW customer service experience.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!