“Relationships mean everything at Zappos. Hsieh and many other employees stay in direct touch with customers, with each other, and with just about anyone else interested in the company. They use social networking tools such as Facebook, Twitter, and blogs to share information, both good and bad. And the company invites customers to submit frank online reviews. Such openness might worry some retailers, but Zappos embraces it. As Magness points out, “you only need to worry if you have something to hide,” and Zappos seems to take even criticism as a free gift of information.”
(Marketing: An introduction for Education Management Corporation. 10th Edition, 4)
I believe that a relationship with the costumer is very important. During my comic book days I use to visit a vender many times, just because he remembered my name. I know that it is a small thing and someone usually remembers a customer but when the vender is being visited by thousands of customers a day, that little gesture is something important for a customer.
The great service that Zappos is providing is ultimately phenomenal. To offer that service to a customer will only spread the word to others and will lure others to shop at Zappos. Just by listening to the service that they are providing is just making me want to visit the website and see what all the hype is all about.
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