One of my favorite companies out there is Zappos.com. Zappos is a company that “gets it” when it comes to building customer loyalty and building life long, passionate fans of their company, and what that revenue stream looks likes. They’re not solely worried about making a sale today and what their balance sheet looks like this quarter. They’re more focused on doing the right thing today to make return and repeat sales in the future and building lifelong committed customers.
A few weeks back Tony Hsieh provided opening remarks at SXSW 2009. Below is a short video with some of his comments. Tony’s thoughts on customer service at the Zappos.com call center and how they train their service representatives should serve as a model for organizations out there that want to build customer loyalty and promote word of mouth.
Give the video a listen and share your thoughts and comments below.