What Zappos.com Can Teach You about Turning Customers into Mega Fans

Posted by justin_amendola under Marketing
From http://www.pbsmartessentials.com 375 days ago

Here's a post I wrote about using Zappos' "thank you card" technique to build mega fans out of your customers. It's a good, helpful read.

Who Voted for this Story

Top BizSugar Users

This week's most active BizSugar users. Join Them!

Comments

Written by HeatherStone
375 days ago

Great customer service story, Justin. Doing this type of thing really isn't that difficult, but employees need to be encouraged to do so, rewarded for doing so, and definitely compensated for going over and above. I hate to take the employee side of things, but it's from personal experience. I once worked at a hotel (long ago) that encouraged its employees to add personal touches like this to the guest experience, however management often failed to back up employees decisions to reward or acknowledge customers, even though this acknowledgment was supposed to be at the employees discretion. The employees were hamstrung. I think Zappos is a great example, but small businesses should make sure it's within their budgets to provide this type of customer service and that employees are supported in doing so. Great post!

- 0 +

Contributors of the Week

Latest Comments

Warren J. Rutherford

Warren is a management and executive coach, Director of Coaching Programs for Innermetrix, a One Page Business Plan consultant, and has a dynamic manager as coach …