Vorige week kreeg ik het langverwachte Zappos Culture Book thuis. En ik kwam op Facebook deze Zappos-quotes tegen. Dus het is weer eens tijd voor de aandacht die het bedrijf verdient.
Want ik blijf het een bijzonder inspirerend concept vinden. Net zoals ik het verbazend vind dat een dergelijke benadering onderscheidend is.
“We put our phone number at the top of every single page of our website, because we actually want to talk to our customers.”
“The telephone is one of the best branding devices out there. You have the customer’s undivided attention for five to ten minutes, and if you get the interaction right, what we’ve found is that the customer remembers the experience for a very long time and tells his or her friends about it.”
“We view the lifetime value of a customer to be a moving target that can increase if we can create more and more positive emotional associations with our brand through every interaction that a person has with us.”
“A common trap that marketers fall into is focusing too much on how to generate a lot of buzz, when really they should be focused on building engagement and trust. I can tell you that my mom has zero buzz, but when she says something, I listen.”
“When a customer calls looking for a specific style of shoes in a specific size that we’re out of stock on, every rep is trained to research at least three competitors’ websites, and if the shoe is found in stock to direct the customer to the competitor.”
Bron: Martin Schuurman.