What Zappos.com Can Teach You about Turning Customers into Mega Fans

Posted by justin_amendola under Marketing
From http://www.pbsmartessentials.com 4557 days ago

Here's a post I wrote about using Zappos' "thank you card" technique to build mega fans out of your customers. It's a good, helpful read.

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Comments

Written by HeatherStone
4557 days ago

Great customer service story, Justin. Doing this type of thing really isn't that difficult, but employees need to be encouraged to do so, rewarded for doing so, and definitely compensated for going over and above. I hate to take the employee side of things, but it's from personal experience. I once worked at a hotel (long ago) that encouraged its employees to add personal touches like this to the guest experience, however management often failed to back up employees decisions to reward or acknowledge customers, even though this acknowledgment was supposed to be at the employees discretion. The employees were hamstrung. I think Zappos is a great example, but small businesses should make sure it's within their budgets to provide this type of customer service and that employees are supported in doing so. Great post!

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