Service Equals Success
Have you ever noticed how Zappos.com markets itself? It’s deadly simple but says so much about the customer experience it’s trying to conjure. “We’re a service company that happens to sell.” Everythig the company does, from top to bottom, focuses on pleasing customers.
Each time I shop there, there’s an element of this that rings true each step of the way. They have the best photography to give you the truest sense of what the merchandise actually looks like. They either have the lowest prices available or will 110% price match. Shipping is overnight and free. Standard. Returns are on their dime as well and carry a 365-day return policy. And their customer service department is friendly and, wait for it, intelligent.
Who do they think they are? Normally a company on the verge on passing the $1 billion yearly revenue mark loses sight of what got them there. Instead, Zappos continues to reinvest to make this commitment to service even stronger. Any company looking to increase its repeat purchaser rate, look no further than these guys for inspiration.