customer service, you are doing it right.
Everyone who is “online” knows all about what Tony Hsieh the CEO of Zappos is doing via Twitter to create a brand personality based on human interaction and honestly.
Just today, I read a great article about Bill Taylor‘s visit to the Zappos headquarters in Las Vegas in which he describes what new employees have to go through to work there.
Zappos hires new employees, provides a four-week training period that immerses them in the company’s culture.
Then, a week into training, Zappos offers them $1,000 to quit…. Why? According to the article, it is because if the employee takes the money, then they are not the type of person they want working there anyways….
Coming from an ex-Starbucks employee, I can easily say that other companies in the customer service industry need to pay attention to what Zappos is doing. Their obsession with customer service has turned them into a billion dollar company. Their continuation of their free shipping , easy to use 800 number and free return service is a welcome change from Best Buys’ new policy of not being able to return items when you lost your receipt and paid cash or numerous amount of time spent on hold with AT&T.
My favorite quotes from the article:
“So the value proposition is a winner. But it’s the emotional connection that seals the deal.”
“Companies don’t engage emotionally with their customers—people do.”