In the world of online retail, I’m not sure there’s a better model than Zappos. So many articles have been written that I don’t need to include my own. However, I will tell you that my mother-in-law was so impressed by their extraordinary customer service, that she saved to show me the HANDWRITTEN THANK YOU note that was included in the shoebox she got after ordering online. That took a few short minutes of their time, but that effort made a huge impact on one customer.
Watch this 9 minute video that tells how Zappos actually tries to bribe their new employees into QUITTING! That’s right, dangle some big cash incentives to have their new customer services walk away after a few weeks on the job. You gotta watch the video to see why they would do something like this! One quote from the accompanying article:
Companies don’t engage emotionally with their customers—people do. If you want to create a memorable company, you have to fill your company with memorable people.
Even our good friend Seth makes an observation about Zappos. And you know when Seth is impressed, it’s impressive!
So in this cluttered world of retail, what are you known for? How do you stand out in the crowd? What are people writing about you?
* Speaking of differentiation, you need to reserve July 1st for a workshop on this topic – the workshop will be in the North Richland Hills area (details will be provided upon enrollment) and will be at 7a – 8:30a so that you can attend and then have the remainder of your day to implement all the great ideas you are going to get. If you are facing stiff competition (from direct OR indirect competing forces), you have to got to attend – there are only 13 seats remaining, so you need to reserve your spot today! It’s only $50 to enroll! TO START YOUR ENROLLMENT – GO HERE!