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Understanding Customers as People with Zappos

Thursday 29th November

On Wednesday 5th December we will be hosting a seminar, together with Adoreboard, where the Head of Customer Research, Alex Genov, at Zappos will be talking all things customer service.

Zappos are an online shoe and clothing retailer who 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. They put this down to their exceptional customer service, of which some have described it as insane and even fanatical, due to reasons such as the below:

-Call centre employees endure over 4 weeks of training on how to make customers happy before they actually start handling calls

-They never use scripts

-In 2011, Zappos sent flowers to a woman who ordered six different pairs of shoes because her feet were damaged by harsh medical treatments

-The same year, it overnighted a free pair of shoes to a best man who had arrived to a wedding shoeless.

-Last March, a customer service rep physically went to a rival shoe store to get a specific pair of shoes for a woman staying at the Mandalay Bay hotel in Vegas when Zappos ran out of stock.


Their approach to customer service can definitely be described as unconventional, however it works!


In the seminar we will be covering:

How can we better understand the people whose lives we affect?

How can we bring the voice of the customer to everyone in the company?

Can we still understand the individual in a data-led world?


If you are interested in attending, please click here to RSVP.

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