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Comments
Hi there at Zappos, I realy love your customer services (WOW) we in Europe (a specialy in The Netherlands) can learn a lot from your communication skills. See my comments to your top 10 Lessons learnt.
I don't agree with you guys from Netherlands. The Service at Zappos.com is very good no question at all but not the one and only. Companies as Lufthansa, KLM-Air France, Siemens, Phillips and a lot others have excellent communication skills. Of course employees could not live omly by "excellent Communications" alone. They need also vacation minimum 20 days p.a and healthcare and vacation bonus. The Point is you can have a "Hi-Live Party" engagement but that does not pays your Rent. Companies in Europe are much innovative as you may think. For you and me as Customers everything is perfect with Service of Zappos.
That Zappos.com have to orientate oneself to Europe is a question of surviving. People there have more savings.
"Powered by Service" says it all! I could be just one of those gushy clients who orders at 4pm CST and it arrives by 11:30am the next day --as if by magic, but it's the pulling & packing, the review that I'm getting the correct order, and THEN (BAM!) the delivery. I work in an international service business and while eye-popping results are nice, the best reward is knowing that --to get that result-- you're doing 100 other things very, very right!
Zappos is just awesome...Hands down... Ya'll keep being a good business model