Zappos, it seems, is ahead of its time with its strikingly unconventional approach to customer experience. According to a Walker study, by 2020, customer experience will overtake price and product as the key brand differentiator.
By John Waldron | John is a technology and business writer for markITwrite digital content agency, based in Cornwall, UK. He writes regularly across all aspects of marketing and tech, including SEO, social media, FinTech, IoT, apps and software development.
The power of customer service as a sales strategy should never be overlooked. For customers shopping at Zappos – an online shoe and clothing retailer – it has to be said that there’s nothing particularly special about the prices, nor, perhaps, even the products. And yet, here is a retailer that managed to hit $1 billion in sales in its first 10 years of existence, and now produces in excess of $2 billion in revenues annually. For a company that appears, on the surface at least, to be doing pretty average things, we must ask ourselves – what is it, then, that makes Zappos such a spectacularly special success? Answer: a priority commitment to making customers happy.