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Zappos - Delivering WOW to customers
In this episode of the Hello Customer Podcast, Espree interviews Rob Siefker, the Senior Director of the Customer Loyalty Team at Zappos. He is based at the Zappos’ campus in downtown Las Vegas. The Customer Loyalty Team (CLT) at Zappos is a team of 650+ employees who handle customer calls, answer emails and live chats and provide other kinds of support for customers.
Zappos is a service company
Rob talks about how Zappos is a service company at the core even though they sell apparel, shoes and handbags. For the CLT, each interaction with a customer is about creating a personal connection with the customer and not about a transaction. Rob shares a great story about how on his second day, he was assigned a desk and told to ‘just wow the customer’.
Key Takeaways:
customer.
culture and customer service.
believe it's the right thing to do, they can do it.
help if they are stuck.
center: write your core values; create a fun environment; and be
thoughtful while hiring.
up making a positive impact.
proactive, articulate and independent thinkers with a bias towards
action.
Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.
View all episodes
By Espree Devora & Leslie Cottenjé
4.4
99 ratings
In this episode of the Hello Customer Podcast, Espree interviews Rob Siefker, the Senior Director of the Customer Loyalty Team at Zappos. He is based at the Zappos’ campus in downtown Las Vegas. The Customer Loyalty Team (CLT) at Zappos is a team of 650+ employees who handle customer calls, answer emails and live chats and provide other kinds of support for customers.
Zappos is a service company
Rob talks about how Zappos is a service company at the core even though they sell apparel, shoes and handbags. For the CLT, each interaction with a customer is about creating a personal connection with the customer and not about a transaction. Rob shares a great story about how on his second day, he was assigned a desk and told to ‘just wow the customer’.
Key Takeaways:
customer.
culture and customer service.
believe it's the right thing to do, they can do it.
help if they are stuck.
center: write your core values; create a fun environment; and be
thoughtful while hiring.
up making a positive impact.
proactive, articulate and independent thinkers with a bias towards
action.
Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.