From the idea of creating a website that offers the best shoe selections to becoming one of the top online shoe and clothing stores in the world – Zappos has proven that wowing your customers can take the company right to the top! This online store not only offers the best selection of clothes and shoes for men, women and kids but also offers the best customer service in the market by actually listening to what their customers want. Read the entire story on our website or listen to the podcast: https://www.hellocustomer.com/en-US/Community/News/October/Podcast!-Zappos-success-wow-your-customers

1. It all starts with hello!
Unzipped!
Zappos’ success:
WOW your customers

2. It all starts with hello!
• Zappos has grown from a small online store to a global hit by wowing
its customers for over a decade
• The online store offers the best selection of clothes and shoes for men,
women and kids but also offers the best customer service by actually
listening to what their customer want
• It’s not just about a transaction, a sale, a return or an order. It’s about
connecting with the people
• Zappos proved wowing cutomers takes a company to the top!

3. It all starts with hello!
The brand focuses on ...
Wowing the customers1
2 Creating a close bond with the customers
3 Establishing itself as a human brand
4 Fostering and promoting engagement among customers and
employees

4. It all starts with hello!
Here is a simple but
powerful rule:
always give people more
than what they expect to
get!
Hello! Nelson Boswell

5. It all starts with hello!
Ten inspiring core values
Deliver wow through service1
5
2
3
4
5
Embrace and drive change
Create fun and a little weirdness
Be adventurous, creative and open minded
Pursue growth and learning

6. It all starts with hello!
Ten inspiring core values
5
Build open and honest relationships with communication6
7
8
9
10
Build a positive team and family spirit
Do more with less
Be passionate and determined
Be humble

7. It all starts with hello!
Wow the customers!
• The first advice an employee at Zappos receives:
“wow the customers”
• It’s the essence of the brand

8. It all starts with hello!
Redefining teamwork
• Wowing customers starts with a great
company culture where employees are
ultra happy
• Employees at Zappos can constantly
chat with each other in case they need
help
• A special team is available to help
employees in complex situations and
scenarios

9. It all starts with hello!
Lessons to learn
Design a strong set of values that don’t need to be exclusive to a contact
center. It helps to set a tone for your business.
1
Create a fun and relaxing environment! It helps customers to ease their
stress and make their work enjoyable.
2
Create a strong team. It is important to hire people who fit into your
company’s culture and share your opinion.
3

10. It all starts with hello!
Whitepaper: Lessons from Global Fashion
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