Customer Experience Lessons from Zappos

A Customer Experience Company That Happens to Sell Shoes

By Matthew Thomas, Lead Author CXperience

Jonathan Wolske:

Culture Evangelist at Zappos Insights

Zappos, the world’s largest online shoe store, has an incredibly unique company culture and a customer service policy, which is so bold, it’s turned their Nevada offices into a tourist attraction!

We are first and foremost a service company. We happen to have a website and we happen to sell shoes but, beyond that, we’re about service. If we provide great experiences now, our brand will be very strong in the future.

“Averaging at well over 1300 guests a month now”

While free shipping and free returns is ultimately a cost upfront, it’s generating long term loyalty, which is ultimately positive movement on the bottom line.

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