How Zappos Delivers The “Wow” Through ServiceEveryone talks about how Zappos.com has created a culture of creating custome...
There was gold version of that same watch available and “in-stock” but here’s the best part:       He did not bring it up...
About CXP DesignCXP Design (www.cxpdesign.com), founded by Rupa Shankar, is a platform for marketers,technologists, design...
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How zappos delivers the wow through service

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How zappos delivers the wow through service

  1. 1. How Zappos Delivers The “Wow” Through ServiceEveryone talks about how Zappos.com has created a culture of creating customer and employee“Wow”. Here’s my personal story.In 2009 when I was returning to India after 9 exciting years in the US, I decided to gift myself one lastshiny new thing. A very sharp and sexy DKNY watch! And now let me tell you at the outset that at thetime I was not a big watch person. I was used to not wearing a watch for many years leading up to thatmoment. So, the decision was primarily to indulge in a smart piece of branded jewelry. I had my eyesand heart set on a very specific model of DKNY watch that I had seen on the wrist of a co-worker.After quite a bit of research online, I identified that the particular model I was looking for was notavailable on the official DKNY website. It was available on Amazon for $90. I had also heard aboutZappos (at that time, an upstart competitor to Amazon) and how they were selling “more than justshoes”. Sweet luck – the same watch was available for $70 on Zappos.But when I tried to add the product to my cart, the website indicated that it was “out of stock”. Aninteresting thing to note: Most companies are afraid to list their customer service number on theirwebsite thinking customers will be bombarding them with requests they cannot fulfill and complaintsthey cannot rectify. Such a sad reality! But Zappos had very prominently displayed the customer servicetoll-free number on every page of their site. When I called to inquire, a cheerful and very knowledgeablesales person greeted me and listened patiently to my request. He ascertained that the silver watch wasindeed out of stock and even if they ordered it for me, it would not come in time before my departure toIndia.© Rupa Shankarwww.cxpdesign.com
  2. 2. There was gold version of that same watch available and “in-stock” but here’s the best part:  He did not bring it up in our conversation  He did not suggest that I could go for it since the silver one is not available  He did not try to sell me anything else that might have looked similar to my silver DKNYHe understood, empathized and respected my wish and desire as a customer. He understood that myheart was set on the silver DKNY and that as a customer of Zappos, I should get what I wanted.And here’s the cherry on the cake – he inquired if I had an email address. I assumed he might be sharingother options or further info about Zappos. When I saw the email, I fell off my chair. The sales person onthe phone said innocently, “We do not have the specific watch you are looking for, but you could checkout Amazon.com. I believe they have the same model. Hope this helps!”I was utterly, truly “Wowed” beyond belief! Giving the customer what she wanted at any cost hasresulted in the following:  What Zappos lost: A mere $70 to Amazon  What they earned: my lifelong loyalty, leaps and bounds of customer happiness through this “wow” experience, the brand mileage they are earning as I have been sharing this story with my colleagues, friends and family since 2009.© Rupa Shankarwww.cxpdesign.com
  3. 3. About CXP DesignCXP Design (www.cxpdesign.com), founded by Rupa Shankar, is a platform for marketers,technologists, designers and leaders to discuss and gain a deeper understanding of cross-channelcustomer experience design, develop empathy for customer needs and learn how to createproducts and services that deliver "wow" experiences for customers.When we check into a hotel. When we shop on-line. When we buy a pair of shoes. When we get ona flight. These are experiences by which we measure brands every day. However, most companiesare without the tools to purposefully design those experiences for maximum value. That’s whereCXP Design comes in.Day in, day out, we live, sleep, eat, breathe and unravel the riddle that is human experience, leadingto more loyal and committed customers for our clients.www.cxpdesign.comwww.facebook.com/cxpdesignwww.twitter.com/cxpdesignhttp://in.linkedin.com/groups/CXP-Design-Creating-Customer-Wow-4726523Rupa is an Associate Director at Happiest Minds Technologies (www.happiestminds.com), a next-generation IT Services & Solutions company at the forefront of Providing Advisory, Implementation andManaged Services on Social computing, Mobility, Analytics, Business Intelligence, Cloud computing,Security and Unified Communications. At Happiest Minds, Rupa is responsible for uncovering andactivating innovative digital and social engagement strategies for its clients, spearheading thedevelopment of frameworks and solutions for different industry verticals and enhancing the global go-to-market strategy. She taps into her past work as both a design practitioner and marketer to help HappiestMinds clients envision and define broad, end-to-end customer experiences.© Rupa Shankarwww.cxpdesign.com

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