Purdue Presentation - Building a Customer Focused Culture...

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Building a Customer Focused Culture & Inspire Employee Happiness and Engagement to Wow your Customers Scott Klein Customer Loyalty Team Manager Shannon Roy Customer Loyalty Team Supervisor Zappos CLT, Inc. Kathy Koziatek Zappos Merchandising, Inc. 1
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2 Zappos Family Video
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3 A little about us…
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Zappos at Glance Corporate Background 4
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Customer service value proposition in action Being committed to WOWing every customer 5
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Power of repeat customers and word of mouth. .. 6 2000 2001 2002 2003 2004 2005 2006 2007 2008 Gross Sales 1.6 8.6 32 70 184 370 597 841 1014 $0 $200 $400 $600 $800 $1,000 Gros Sales $M's
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3 fundamental things we’ve learned are necessary for WOW service online: 7
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Customer Service: What customers see first 24/7 1-800 number on every page Free shipping Free return shipping 365-day return policy 8
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Customer Service: It’s all about the experience! Fast, accurate fulfillment Surprise your customers Create WOW, PEC Friendly, helpful “above and beyond” customer service Don’t have it? Assist them with finding it elsewhere 9
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Customer Service: Inside message needs to match the outside message No call times The telephone is one of the best branding devices available No sales-based performance goals for reps Run warehouse 24/7 Inventory all product (no drop-shipping) 5 weeks of culture, core values, customer service, and warehouse training for everyone in Las Vegas office
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This note was uploaded on 02/26/2012 for the course CSR 480 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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Purdue Presentation - Building a Customer Focused Culture...

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