Short Wow! Cases – Zappos.com

WOW! > Free shipping, Free returns, Free 365 return policy, 24/7 Customer Service

(Picture Robert Scoble)

If you are looking a way to diversify and offer truly unique service experience, look no further than Zappos.com. Clothes, shoes, apparel and accessories at fair prices. What makes this webshop so unique? Customer centricity. The customer is always right and the customer deserves nothing but the best. Zappos had made customer service the heart of their company, going as far as relocating from San Francisco to Las Vegas, because hiring the right staff for customer services demanded staff familiar with the hospitality business. The customer service agents do not work with scripts, you can call them anytime for anything. Yes, even if you call them to ask tomorrow’s weather, they will always stay polite and respond. Call times are not measured and up selling is not done. The only thing that matters is the personal emotional connection. Customer service that focuses on the customer and provides true service is not a cost category, but a profit maker and should be viewed from a marketing perspective.

Why do we consider this a Wow! Case? Because it turns the regular retail experience upside down.