Zappos successfully re-thought the "Telesales" model and adopted the "Deliver Happiness" theme to their clients. What was their secret of success in this new model?
-They see any customer contact as an opportunity to increase the customer's life time value by up to six times that of a regular customer. Because of this, they will help their customers with anything, even if it is not related to their business.
-Zappos is concerned with taking care of customers, not just giving them a product.
-Unlike other companies, Zappo's wants to find employees that are naturally inclined to work in the customer's best interest.
-They want to "deliver WOW through service."
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Principles of Marketing
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