September 6, 2006
A Better Way to Shop
I love Zappos.com. It’s rapidly becoming the only place I buy shoes. Their web site experience is ok – not perfect, but pretty good, but their level of service is just unbelievable. They are doing for e-commerce (shoes in particular) what Eos is doing for air travel.
They’re always great at free shipping and have always been super responsive and very personal and authentic when it comes to customer service. But today took the cake. I emailed them when I placed an order for new running shoes because I also wanted to buy one of those little “shoe pocket” velcro thingies that straps onto shoelaces and holds keys and money for runners. I didn’t find one on the Zappos site and just asked if they carried the item in case I missed it.
Less than 24 hours later, I got an email reply from Lori, a Customer Loyalty Representative there, who apologized for not carrying the item — and then provided me with a link to buy it on Amazon.com which she had researched online herself.
Zappos’s tag line on their emails says it all:
We like to think of ourselves as a service company that just happens to sell shoes.
Does your company think of itself and its commitment to customer service like that?