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Zappos Customer Service Alfred Lin Zappos.com 10-16-2008
Zappos at a Glance Corporate Background ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer service value proposition in action… Zappos is committed to WOWing each and every customer. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of repeat customers and word of mouth...
Customer Service: What Customers First See ,[object Object],[object Object],[object Object],[object Object]
Customer Service: What Customers Experience ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service: What We Do Internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer feedback is more rewarding than press clippings… Email from a customer… ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer feedback is more rewarding than press clippings… Story about a returned wallet…
Building a Brand that Matters…(online) Alfred Lin Zappos.com 09-30-2008
Thing #1 ,[object Object],[object Object],[object Object],[object Object]
Thing #2 ,[object Object],[object Object],[object Object],[object Object]
Thing #3 ,[object Object],[object Object]
Thing #4 ,[object Object],[object Object]
Zappos Core Values: Every employee is asked to live & breathe the core values and inspire the culture in others. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Don’t be afraid…TALK with your customers. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What we have learned over the years: Top ten lessons of Zappos ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questions and Answers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]
 

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Zappos Preso 2008-10-16 OSU