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Zappos Customer Loyalty

Posted by Brett H. May 7, 2009

Around Christmas 2008, we had this story come through our Customer Loyalty Department.

Jeanette called on December 22 to order some Ugg boots for her close friend, who had just lost all of her and her family's belongings in a house fire. She had explained to the Customer Loyalty Representative that she was very happy she found these boots in stock, as it was the one thing her friend's child really wanted for Christmas. She was really floored when the rep offered to upgrade the shipping free of charge so the boots would get there overnight. Her friend called her the next day and was very happy with the gift.

Jeanette then left to go to Florida. Once there, she received a call from her friend who was in complete shock because of an additional Zappos Box that showed up on her doorstep.

Inside was a culture book signed by the call center, Zappos t-shirts, bags, a Zappos monopoly game and a gift card for shoes. Her friend's children were thrilled.

So, Jeanette decided to make this video to show her appreciation.

Tags: zappos, zappos.com, tony_hsieh, inside_zappos, holidays, christmas, house_fire, home_fire, fire_damage

Comments

ZC25107 08 May 09 at 06:40AM

well done sir.. Loren you always show them the right way

ZC45405 08 May 09 at 06:45AM

What a great story!!!!! Just another reason to love Zappos more than I already do.

ZC45427 08 May 09 at 07:05AM

nice! thanks for posting and thanks for going the extra mile to help this family, Zappos family. You guys are awesome!

Christina Y 08 May 09 at 07:11AM

i love this!

ZC45473 08 May 09 at 09:01AM

Zappos "Rocks!"

Michele K 08 May 09 at 09:48AM

Everyday I'm amazed at Zappos and how we WoW through service!

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