Cu ceva vreme in urma Internetul abunda de articole despre achizitia Zoppos de catre Amazon. In principiu acelasi domeniu de activitate. Am intrat se site-ul lor, insa nu m-a dat pe spate - nimic fantastic pana am dat de un articol a lui Bill Taylor (care scrie pentru Harvard Business).
Zappos este totusi fantastic. "Some customers order as late as midnight and get free delivery by eight o-clock the next morning," Hsieh says. "People ask me if it is expensive to do that. It is very expensive. But we are willing to invest to create a 'wow' experience that generates customer loyalty. Our whole philosophy is to take most of the money we would spend on marketing, put it into the customer experience, and let word of mouth be our true form of marketing. Repeat customers buy more and become our best advocates.", din articlul de pe Harvard Business.
Un model de business (foarte bine organiat) care poate presta asemenea servicii fara sa se lase ingropat de costurile suplimentare.
"The Zappos blend of unconventional strategy, exceptional service, and one-of-a-kind culture has created a deeply felt connection with customers who are eager to share their sense of enthusiasm. One case in point among many: A much-buzzed-about testimonial called "I Heart Zappos" from a blogger named Zaz Lamarr. A few weeks after her mother died, Lamarr posted an entry about an unexpected encounter with Zappos. Her mother had lost lots of weight during a long illness, and her old shoes were all too big. So Lamarr, in an effort to lift her mom's spirits, ordered seven pairs of shoes online. Only two pairs fit, but Lamarr, who was busy attending to her sick mother, never got around to returning the others.
Zappos este totusi fantastic. "Some customers order as late as midnight and get free delivery by eight o-clock the next morning," Hsieh says. "People ask me if it is expensive to do that. It is very expensive. But we are willing to invest to create a 'wow' experience that generates customer loyalty. Our whole philosophy is to take most of the money we would spend on marketing, put it into the customer experience, and let word of mouth be our true form of marketing. Repeat customers buy more and become our best advocates.", din articlul de pe Harvard Business.
Un model de business (foarte bine organiat) care poate presta asemenea servicii fara sa se lase ingropat de costurile suplimentare.
"The Zappos blend of unconventional strategy, exceptional service, and one-of-a-kind culture has created a deeply felt connection with customers who are eager to share their sense of enthusiasm. One case in point among many: A much-buzzed-about testimonial called "I Heart Zappos" from a blogger named Zaz Lamarr. A few weeks after her mother died, Lamarr posted an entry about an unexpected encounter with Zappos. Her mother had lost lots of weight during a long illness, and her old shoes were all too big. So Lamarr, in an effort to lift her mom's spirits, ordered seven pairs of shoes online. Only two pairs fit, but Lamarr, who was busy attending to her sick mother, never got around to returning the others.
After her mother died, Lamarr received an email from Zappos about the unreturned shoes. She explained her situation, and a Zappos employee offered to send a UPS driver to her house so she wouldn't have to bother with boxes, labels, and the rest. It was a thoughtful gesture. But then that same employee made an even more thoughtful gesture — here's how Lamarr described it:
"When I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos. I burst into tears. I'm a sucker for kindness, and if that isn't one of the nicest things I've ever had happen to me, I don't know what is. So... IF YOU BUY SHOES ONLINE, GET THEM FROM ZAPPOS. With hearts like theirs, you know they're good to do business with."
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