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Zappos

Case on how Zappos created excellence in customer delight setting new parameters for customer support

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siddhartha
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19 views

Zappos

Case on how Zappos created excellence in customer delight setting new parameters for customer support

Uploaded by

siddhartha
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Zappos – Delivering

WOWs
Who we Are

Founded in 1999 by Nick


Swinmurn.

Zappos is an online retailer


specializing in footwear,
clothing, and accessories

One of the unique aspects of


Zappos was its commitment
to exceptional customer
service.
Smart
Marketing Techniques
used by Zappos
Word-of-Mouth Marketing

The main pillar of the


marketing strategy of
Zappos is word of mouth

This helped them to,


leverage the positive
experiences of its satisfied
customers to attract new
ones.
Customer-Centric Approach

Zappos' marketing strategy


was built around putting
the customer first.

The company aimed to


create a "wow" experience
for customers by offering
exceptional customer
service, including free
shipping and a generous
return policy.
Content Marketing

Zappos invested in
content marketing to
engage with its audience
and showcase its product
offerings.

They utilized blogs, social


media, and videos to share
relevant and entertaining
content.
Social Media Presence

Zappos maintained an
active presence on various
social media platforms,
engaging with customers
and followers

They encouraged
customer's experience and
reviews to reinforce their
brand reputation.
Personalization

Zappos used data-driven


marketing to personalize
the customer experience.

By analyzing customer
behavior and preferences,
they offered personalized
product recommendations
thus increasing the
likelihood of conversion.
Branding and Culture
Zappos cultivated a
distinct brand identity,
emphasizing values such
as transparency, fun, and a
passion for delivering
happiness.

The company's strong


company culture played a
significant role in its
marketing efforts and
creating a positive work
environment.
Zappos Strategy to
foster a deeper
connection with
customers
Customer Delight
Zappos was renowned for
its exceptional customer
service. They operated a
24/7 call center with well-
trained customer service
representatives who were
empowered to go above
and beyond to assist
customers.

The longest call reported is 10


hours 29 minutes.
"WOW" Moments
Zappos aimed to create
memorable experiences
for customers by
delivering unexpected
"wow" moments and thus
surprising the customers.

Free upgrades to overnight


shipping for customers,
though their website reports
that delivery will take two to
five business days.
365-Day Return Policy

Zappos' extended return


policy was a significant
differentiator in the e-
commerce industry.

This strategy had reduced


the purchase barriers,
encouraging customers to
buy without worrying about
shipping costs or potential
return issues.
Social Media Engagement
Zappos created a twitter
handle used solely for
customer support. It
responds to customer
replies quickly, on a
regular basis, and with a
dash of charm.

Zappos also does a great job


of responding to negative
reviews by showing
empathy and then
exceeding expectations.
Personalization

Zappos has created a hub


called “The_ONES” to
highlight inspiring women
and their favourite classic
sneakers.

They are personalized


narratives about the lives of
amazing women who also
happen to love classic
sneakers.
Zappos at Work

Zappos has a dedicated page


for Twitter on its site that’s
linked to from every other
page on the site with the
words “What are Zappos
employees doing right now?

Employees tweet about what


they are doing at work.This
increases search engine rank
and promotes products at the
same time.
Example: An Insight

DJ Khaled is seen making a delivery to


a surprised woman in Foxborough.
Empowering Growth

The Company has seen years of


SUCCESS and GROWTH

The estimated revenue of


Zappos is $2 Bn annually

are reported to be
Repeat Customers
The Winning Formula Behind
Zappos Success

1. Prioritizing the customer

Fostering a unique and positive


company culture,

Consistently delivering exceptional


service and experiences
FOLLOW US

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