Though less than 20 years old, Zappos has become a powerful player in the clothing and shoes retail business. Now owned by Amazon, the company is considered very popular among its customers. The key to this popularity has been providing consistently excellent customer service, doing what it takes to go above and beyond to make customers satisfied. This core value of the corporate culture has made word-of-mouth buzz a major component of marketing success.
- Not every retail success story comes about due to a huge marketing revenue.
- Zappos is a retail venue that started small, and got very profitable by putting their money and energy not into advertising but into customer service.
- By being the company that goes far above and beyond to get and keep customers satisfied, Zappos has earned a loyal following and lots of free advertising.
“This perception is crucial in an era where most customers’ interaction with customer service involves lengthy hold times before connecting to a contract staff member in an entirely different continent”