One of the training sessions I consistently find joy in facilitating for companies over the last 17 years is centered around “Developing a Customer Service Culture.” A notable company that invariably features in my training discussions is Zappos. For them, customer service transcends being merely a company value or an area they wish to excel in. At Zappos, making the customer happy is ingrained in their culture, viewing themselves not just as a shoe-selling entity but as a customer service company with a mission to live and deliver WOW!
This commitment is not superficial, evident in more than just motivational quotes adorning their office walls. Zappos backs up their dedication with intentional actions and processes, ensuring a resounding message reaches every member of the company—this is an organization that values and prioritizes the customer, and it’s unmistakable.
One intriguing aspect of their approach is found in their onboarding process for new hires. Regardless of your role as an accountant, marketer, or engineer, your first week involves shadowing senior customer service executives and personally handling customer service calls. Upon completion of onboarding, the company extends a severance package, sometimes as high as $4,000, with the perspective that if you do not align with their customer-first values, you are free to leave. Astonishingly, less than 3% of new hires ever accept this offer.
Zappos challenges its staff to go beyond the ordinary to deliver WOW moments for their customers. From providing links to competitor sites for out-of-stock products to ensuring midnight orders arrive before breakfast, the focus is on customer happiness rather than adhering to rigid standards. Whether a customer service call lasts 5 minutes or 10 hours, the emphasis remains on cultivating a positive customer experience.
The dividends of this customer-centric approach are substantial. Zappos stands as not only one of the most customer-centric organizations globally but also as a billion-dollar online shoe sales company.
In your own sphere, you too can deliberately institute systems to enhance customer service. It’s not an insurmountable task; a thoughtful strategy session and supportive guidance should set you on the path to delivering exceptional customer experiences.
