I was listening to Terry O’Reilly’s “Age of Persuasion” last weekend. In that episode, he illustrated how good customer service leads to customer loyalty and profit.
I was particularly drawn to his expounding on Zappos, an online retailer. Here are a few of the points that caught my attention.
- Their call centres have no time limits, despite fielding over 5,000 calls every day.
- They have a 365-day return policy.
- They don’t charge for shipping, and usually ship your order overnight.
- If they are out of stock, they will search competitor’s websites and direct you there.
I couldn’t put my finger on why I do some of the things I do in my business (and for which I get criticized), but maybe deep within myself, I want to provide great customer service. I’m no Zappos, but listening to that episode definitely inspired me.
Listen to the entire episode at CBC.
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