Zappos Preso 2008-10-16 OSU

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Alfred Lin

Empresariales Educación

Zappos at a Glance Corporate Background ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer service value proposition in action… Zappos is committed to WOWing each and every customer. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Power of repeat customers and word of mouth...

Customer Service: What Customers First See ,[object Object],[object Object],[object Object],[object Object]

Customer Service: What Customers Experience ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Service: What We Do Internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer feedback is more rewarding than press clippings… Email from a customer… ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer feedback is more rewarding than press clippings… Story about a returned wallet…

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Zappos Core Values: Every employee is asked to live & breathe the core values and inspire the culture in others. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Don’t be afraid…TALK with your customers. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What we have learned over the years: Top ten lessons of Zappos ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Questions and Answers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Legal and Financial Disclaimer ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Zappos Preso 2008-10-16 OSU

1. Zappos Customer Service Alfred Lin Zappos.com 10-16-2008

4. Power of repeat customers and word of mouth...

9. Customer feedback is more rewarding than press clippings… Story about a returned wallet…

10. Building a Brand that Matters…(online) Alfred Lin Zappos.com 09-30-2008

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