Zappos invests their marketing budget into customer service, and the world needs this example.

What's one of the best feelings in the world?‍

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Helping others forward.

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At my personal side project, we've been helping our customers the best way we genuinly could, just because it feels like the right thing to do.

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If you're tired of shady yet popularised 'smart marketing and sales tricks' too, Zappos ($2bn annual revenue & acquired by Amazon) gives us the numbers to validate that in business it's worth following what feels good.

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~

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Live to deliver WOW.

The late Zappos CEO, Tony Shieh, was renowned for his legendary way of organising his company and it’s culture. I mean, look at their office:

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His first priority was to give the best to his people. Just like how he thought about the Zappos’ culture, he thought generously about how to serve their customers over the phone.

At most companies, the service rep follows an ‘optimised’ script. 

At Zappos however, if a customer calls for help, the only goal for the service rep is to serve that customer the best way they genuinely can. The longest recorded call is 10 hours, and they even regularly point customers to a competitor’s site when they don't have the desired product in stock.

Why?

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Because it's the right thing to do.

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Also why?

Stories.

Thousands of calls, thousands of stories.

In marketing, how often do you get the chance to get someone’s undivided attention for 5 minutes?

Zappos dedicated almost their entire marketing budget to create an exceptional call service. All those helpful and joyful calls don't only create passion and purpose within the company, they also create stories. Customers tell their friends about their exceptional experience. We know that word of mouth marketing is by far the strongest form of marketing, so these stories are pure gold.

(Unscripted calls are just one example of how Zappos lives to create exceptional customer experiences, and how that ends up working in their benefit. If you're curious, watch Tony Hsieh's talk at Google. It's worth your time.)

Completely forget any sales goals.

How can you genuinely help your customers the best you can?

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You're a legend, Tony. Thank you.

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Join my experiment:

I want to help. I want to connect with you. If you can use a pair of fresh eyes, send me a link to your project or business at pier@madeforcx.com, and how I can help you best. I'll get back to you the best I can. Could be three practical CX or UX improvements that I think are an easy quick win, and why, or anything else.

Needless to say that I expect exactly nothing in return!

Zero.

Nada.
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And I can’t wait!
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Pier

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Ps. Also: if you’re having trouble to figure out your next career step, and are wondering if the customer experience field is a fitting direction for you; call us!

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1 minute, or 10 hours, call us!
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You can ask us everything you want and we expect exactly nothing in return. We will do the best we can to help you move forward. You don’t have to buy any course, or tell any story about us to anyone. This is truly just for us to be helpful, and to understand how we can help you best.

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Now let the phones ring!
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