Guest Blog: Customer service isn’t dead….it’s just moved to Las Vegas
This week on our Friends on Friday guest blog post, my colleague Donna Hanson writes about her recent visit to Zappos and what we can learn from a truly customer-focused company. When anyone talks about Zappos, I listen. – Shep Hyken
A recent trip to the gambling and entertainment capital of the US delivered some insights into how an on-line sales business is delivering exceptional customer service, generating both happy, satisfied employees and customers and making heaps of money on the way.
For Zappos, creating a Personal Emotional Connection IS the philosophy. In a stroke of genius, all visitors to Zappos must register on a computer, adding them automatically to Zappos mailing list, from which you can choose to unsubscribe of course!
Zappo’s team members must spend 80% of their day customer focused. A scheduling department assists in allocating the remaining 20% of time to team building activities or supporting other areas of the business requiring assistance that day.
Zappos employ over 4,300 staff in two US cities, Kentucky – the fulfilment warehouse and Las Vegas – Head Office. On one of its “best” sales days they turned over US$16.1 million, resulting in the printing of souvenir t-shirts for Zappos staff announcing, “My Company sold $16.1 million in One Day and all I got was this T-Shirt”. A gift worn with great pride by Zappos “family members”.
Whilst only 3% of Zappos customers actually call Zappos, teams are encouraged to take as long as they need with on calls which are “geo-tracked” based on staff backgrounds, i.e. call from Long Beach gets routed to a staff member originally from Long Beach to further assist in creating the personal emotional connection with customers. A far cry from many corporate call centres!
Problems solved are celebrated with recognition such as Hi-5’s, blowing of hooters or maracas shaking, depending on what each team has chosen.
Before lunch, for 15 minutes every day, staff are encouraged to decorate and write up cards to send to customers. Further adding to the personal emotional connection created on calls – i.e. good luck with your wedding on 28th!
Health and well-being are important at Zappos. A full time life/goals coach is employed by Zappos to assist staff in achieving their personal and professional goals. Goals achieved are documented in the stairwell of the building in graffiti style with the goal achieved and team member’s name.
To keep things fun and fresh, customer loyalty teams rotate physical desks and shifts every six weeks. Locations within the building are not referred to as the fourth aisle from the stairwell door instead they are referenced by street signs such as Chicago St, Las Vegas Boulevard etc.
Zappos also run regular social events including corporate challenge days, Art Contests, Easter Hunts and also host events such as Pie Your Boss Day and Nerd Day along with traditional “Happy Hours”. These are all recorded in a colour, hard copy Yearbook which is given to every employee.
So what can we learn from Zappos?
Zappos recognise that whilst great external customer service adds dollars to the bottom line, without exceptional internal customer service, you cannot expect to achieve exceptional success.
Donna Hanson is a learning and development consultant with a technology focus. She works with organisations who want to increase productivity and reduce risk with technology they already own. For more information on Donna visit www.donnahanson.com.au
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article:
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