Every company these days seems to distinguish itself in the marketplace by it’s unique level of customer service. IRONICALLY, THEIR CUSTOMERS RARELY NOTICE.
Zappos, lead by CEO Tony Hsieh, is one of these rarities. Why? It’s the only Internet retailer with a 365-day return policy that will cover the cost of shipping in both directions. And, Zappos doesn’t hide their customer service phone number three clicks deep in the website — they tout it — providing 24/7 telephone support. Despite all the technology in the world, it’s still easiest for customers to pick up the phone when they have a problem.
“There is a lot of buzz these days about SOCIAL MEDIA and INTEGRATION MARKETING. As unsexy and low tech as it may sound, our belief is that the telephone is one of the best branding devices out there,” Hsieh said. “You have a customer’s undivided attention for 5-10 minutes…and if you get the interaction right…the customer remembers the experience for a very long time and tells his or her friends about it.”
The Zen of Media, by Shama Kubani bills itself as ‘The last social media guide you’ll need.” It’s not. Like it’s author, though, it’s an excellent guide to new initiates.