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Zappos company

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Zappos Company
The Zappos Company’s reputation is entirely built on its reputable customer care services and their dedication providing the best customer care experience to millions of its customers globally.Feedback from customers and the way the Zappos company handles the feedback forms the basis on which the success of the company has been founded in the last decade or so. Zappos prides itself as the provider of the best customer care experience in the world. Their core values were developed to revolve around excellent customer care services, and the employees are recruited with that in mind.The company does not take the usual stance on its customer care services, and the employees are not rated based on sales made. Instead, the employees’ performance in terms of responding to feedback is based on other metrics. These parameters include net promoter score, personal emotional connection, and personal service levels.
The net promoter score is not unique to Zappos, and many companies track their employees’ scores. In this metric, the employee’s score is determined by the likelihood of the customer recommending the company’s services to a relative or friend. The feedback on this score is obtained via a survey form that customers are typically asked to fill after completing their transactions. The customers are required to rate the service received, either good or bad. The form has been adjusted to encourage honest feedback by consistently asking open-ended questions that allow the customer to express their personal opinions through their words.

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Zappos uses this information to drive its growth via timely and accurate responses to customer demands.
The second metric, personal emotional connection is even more important to Zappos. The company measures this metric via a form referred to as ‘happiness experience form.’ Through he form, the company can assess four factors; the agents efforts in making a personal connection, the agents success in maintaining a rapport after the connection was established, the agents success in addressing the unstated needs as well as the agents success in providing the ‘wow factor.’ The third Metric, personal service level personifies the beliefs that Zappos strives to maintain. Instead of customer agents being measured by the number of calls made and the time spent per call, the overall time spent on the phone with customers is used to measure performance. On record, a Zappos agent’s longest call took eight hours. With Zappos company, the agents are required to spend at least 80% of their time making interactions with the customers.
The three metrics are proof that feedback and customer experience works for Zappos in terms of driving its growth and determining its success. Customers are encouraged to give their feedback and agents are expected to do whatever it takes to keep the customer it takes. Time spent on a single call is not important, customer satisfaction is the main agenda. For instance, feedback from customers urged the company to review its returns policy.Initially, the company only had a 30-day return policy. However, customers kept asking for the company to extend the policy, which the company responded to and kept extending the return period to one year. The response helped increase the customers’ loyalty and made previous customers happier. It also increased the likelihood of the customers recommending the company as well as making repeat purchases.

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