At Shoppers, Inc. we are very passionate about great customer service, measurement, and teamwork. The article below from Vertical Response about Zappos: A Great Example of Exceeding Expectations and great customer service relates to our goals and passions. Hope you enjoy it!
Zappos: A Great Example of Exceeding Expectations
I must say, “I truly love Zappos.” I think their customer service is great, the site is easy to navigate and it’s an all-around super experience. My husband and I are always mesmerized by the Zappos logistics. We can place an order on Sunday night and Monday we’ll have our pretty shoes delivered.
So the last time I ordered a pair of shoes, I got my confirmation email which was expected. But right after that, I got this email:
What a great way to exceed expectations. Especially since these days, it seems to be a thing of the past.
So how can your business exceed expectations?
- Ship your products out early
- Stash some extra goodies in your shipments
- Get a customer in or out before they expect it
- Have a human being answer the phone
- Give your great customers and fans a thank you gift
- Upgrade your customers…just because they’re customers
It’s a small gesture and could go a long way with word of mouth. Look, I’m certainly blogging about my experience with Zappos! What can you do to exceed your customer’s expectations? Give it a whirl!
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Service begins the moment a customer comes into contact with you. Words and actions set the tone for your customer’s experience. The Exceptional Service program sharpens employee service skills to consistently provide the ultimate customer experience. Click here for more details.
Download our free Customer Service Assessment tool here to make sure you aren’t losing customers due to poor service quality.
Learn how to make your company a leader in customer service – contact Shoppers, Inc. for more information on Service Quality Institute programs.
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