Zappos.com’s purpose is simple: to live and deliver WOW. And HOW? The 4 “Cs” – Commerce, Customer Service, Company Culture, Community.

Zappos.com believes in constantly empowering employees to enable heightened customer service. Of course, aptly aided by their culture and policies. Here;s how they do it.

Empowered Employees :

A. No call times, no sales-based performance goals for representatives
B. The telephone is considered for them one of the best branding devices available
C. 5 weeks of culture, core values, customer service, and warehouse training for everyone in Las Vegas office
D. A Culture Book
E. Interviews & performance reviews are 50% based on core values and culture fit.

Delighting Customers :

A. Free return shipping
B. 365-day return policy
C. Most customers are “surprise” upgraded to overnight shipping
D. Friendly, helpful “above and beyond” customer service
E. Occasionally direct customers to competitors’ web sites
F. Encourage customers to order multiple sizes if they’re unsure of what to order.

Among other KPIs, employees are measured by “Personal Emotional Connect (PEC)” I have never heard a KPI like this before. No doubt, Zappos.com stands apart from the competition.

#Cx #CustomerExperience #Brands #eCommerce #CustomerService