27 Jul '11, 2am

Competing on Service: Eleven Ways to Beat the Competition by “Hugging” Your Customers: In today’s tough economy,...

Companies that know great customer service do exist, and Zappos.com is one of them. Recently I ordered some shoes from Zappos that ended up not fitting. I sent them back using the provided prepaid shipping form. I immediately got an e-mail acknowledging that my shoes were being shipped back to Zappos, and I could follow their progress on the Internet. When they were received at Zappos, I got another e-mail telling me my refund was being processed and thanking me for shopping at Zappos. I sent them a response thanking them for the great service. Quickly thereafter, I got a personal e-mail from a customer service rep thanking me and telling me that Zappos loves its customers. She upgraded me to the Zappos VIP site. Wow! I felt cared about and appreciated. And guess what? I went online and ordered a different pair of shoes. Zappos truly gets it.

Full article: http://www.youngupstarts.com/2011/07/27/competing-on-serv...

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