How Zappos Generates Crazy Word-of-Mouth By Focusing on Customer Service

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.

Key Takeaways:

“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”