This past year, we released a bunch of new features to the Zappos.com site. Some more obvious than others but our growing team got a lot accomplished and it was another amazing year for the Zappos Family. While we delivered on our internal timelines and optimized a lot of things on the site, one thing that we didn't do that well is have that conversation with you, our customer, on which site changes worked, which didn't and give you a heads up about new features that are being released in the future. In 2011, we'll be listening, watching and learning about what's working and what isn't and also telling you about site changes and new features we roll out.
Listening. We've always had a great feedback loop at Zappos.com, through our conversations with you on our 1800 number (1 800 927 7671), facebook, twitter, blog comments, surveys and testimonials, we get a pulse of how you are doing and how we are doing. We're going to continue to listen to your feedback and be actively asking for your input on existing and new site features. Every comment is read, often multiple times, by different people and a lot of the feedback we get from you start discussions and define what we work on. Keep the comments coming because it's one way to inform the team if we're on the right track and doing the right things.
Watching. In the past few years we've built out our research capabilities to better see what makes you happy and what makes you sad. Occassionally we'll roll out new features to just a subset of customers to see how they are received and interacted with. In some cases, we'll keep features and in others we won't depending on how things are received. In addition, if you stumble or are having problems with the site we send our team of sleuths out to investigate to find what went wrong and many times escalate that pain point as a project to fix as soon as possible.
Learning. All of this is in an effort to better Learn how we can offer the absolute best online shopping experience possible and maybe even read your mind so that the next time you visit the site the experience will be even better than the previous. We haven't hired a psychic yet, but it's on our todo list.
Telling. Finally, we're going to Tell you about changes on the site and at the same time introduce you to the team that's responsible for making those changes. As new features roll out, look out for our new feature kitty,
that will let you know that we have a new feature on the site. You'll have access to a survey about the feature to give feedback and a blog post describing the feature showcased by the developers and designers that worked on it.
So, if you're a long-time customer or brand new to the site, let's continue to have that conversation and build that relationship until we're one of those couples that makes our friends uncomfortable. We're looking forward to it! ;)
FEZ (Front-End Development) and UX (User Experience) Manager