"Delivering Hapiness": driving success with consumers...

I recently took Zappos.com as example in a conference in Paris where I was making an introduction to Silicon Valley new trends. The current success of Zappos consist a lot in the conduct of their client policy: "PAY MORE ATTENTION TO YOUR CLIENTS". So obvious, but I haven't see big change on this area since all these 80's things about Customer Satisfaction, Quality Insurance... even with Web2.0 (ok, there is GetSatisfaction)!

Plus Zappos has a funny way to describe it: give daily "Wow!" to your clients! They're managing their own intern policy on the same way: the 3 Cs means... Clothing - Customer Service - Culture with some guidelines on each area...

I really love Zappos 10 core values that you'll find in this presentation...

Zappos - Startup2Startup - 03-26-09

View more presentations from zappos.

And more on video about Zappos from the inside...

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Another interesting thing to know: Why Zappos Offers New Hires $2,000 to Quit Yes, they do that... and they're God damn right!

As far as I can see, Zappos is developing well since it was founded in 1999. I have unfortunately no precise idea of their profitability and not any concrete figures to share... maybe in a coming visit to their office...

Comments

[Nicolas Schriver]

Thanks for this great information about Zappos.

I think Zappos is the best example of how a customer relationship management strategy can grow business as the major success factor.

Indeed what is the business about? Selling shoes? Isn't there hundreds of companies in the US that do so?

But they have put so much effort to provide a great customer experience that it gives them a great differentiation and customer satisfaction tool, which ultimately drives customer satisfaction and business success.