Customer Service, and Company Culture of Zappos.com Assignment

guest Service, and Company Culture of Zappos.com - Assignment ExampleAccording to the research findings, from its inception, Zappos value proposition has been to give rise and recall to each guest a WOW experience. They are able to achieve this by simply empowering their hands to deliver a shopping experience that is irresistible. They provide unrivaled customer service and free lush shipping, while at the same time offering almost one thousand two c and fifty brands and two million eighty hundred thousand products. As a result of this strategy, they bemuse a fanatical customer loyalty with up to 75% being repeat customers. Zappos ability to create and capture value emanates from their nearly obsessive passion to create customer satisfaction and good customer relationships. In fact, customers loyalty is of such great importance to Zappos that it is their primary goal to be the best customer experience and customer service company. They have a enculturation that runs deep a tomic reactor and that is customer-focused. In order to create and capture value, Zappos directly invests the huge amount of money into customer service. They allow for only hire employees who are customer-oriented who are able to fit into their culture of optimal employee satisfaction. Even later employing people who are customer-oriented, they further train these individuals thoroughly the art of creating customer loyalty. Zappos approach to creating and capturing value is customer-centric. They come use of such strategies as offering free delivery for products purchased, they even allow for free returns when a customer is not happy with the product and they also have a 365-day return together with daily service upgrades. As a result, 75% of their sales emanate from current customers and still have a tremendous rate of growth despite the poor economy. Zappos has also developed a service culture which is built around ten core principles which stipulate that every new employee h as to take four weeks of customer training on loyalty.