Customer Service of Zappos Company
The idea of dropping the operational programmes is not likely on reading about the Zappos Company. From a personal point of view, I will not advise the company to cut any of its programmes because it is doing an excellent job. My opinions are based on the fact that free shipping services and extensive customer relations are working vastly. Purchasing almost thrice as usual, the Zappo company have been able to retain a number of repeat customers. The cost of advertisement has been reduced as satisfied customers of the company do the advertisement through mouth-to-mouth conversation.The only thing I wil change is the $ 2000 deal (Frei, Ely, & Winig, 2009), which makes individuals go through training and then quit just to receive the free training fee.
The decision by Zappo company to offshore its customer call centers according to my point of view should be revisited.The company should reconsider this decision because sending job overseas and ignoring the employment and training of local citizens is detrimental to our country's GDP.This argument is based on the idea that there are many people in the vicinity of Zappo company who are much more willing to work at the existing wages but they lack capacity training (Frei, Ely, & Winig, 2009).This assertion leads to the point if Zappos is offering extensive employee training and offshoring call center services, they should be able to recruit sufficient employees at the call center who are ready and willing to work at the given wage rate.
On the other divide, Zappos company can devise different ways of ensuring quality customer satisfaction such as introducing the idea of cash on delivery.This concept will make it possible for more customers to develop confidence in the transaction process especially the online purchasing.Similarly, the company can resort to sending congratulatory and greeting messages to its clients during important occasions and dates such as birthday, weddings and graduations. Such a step can create confidence and a feeling of appreciation by the customers, which develops a mutual sense of engagement and involvement in business deals.Furthermore, it can start the initiative of giving customers lets say 4-5 pairs of shoes to try them out before buying them. This will automatically improve their loyalty especially with the online purchase system adopted by Zappo.
To improve the customer loyalty and at the same time reduce the operation costs, my company can incorporate some strategies. These strategies encompass giving them advanced purchasing capabilities, offering them seats without waiting and also identifying my most trusted patrons and clearing their online deals as the priority. Similarly, if my business will be an online one, I will develop a large website in which all customer related problems and business reports will be posted and fully satisfy customers' worries.This will reduce the costs associated with services such as call centers which are efficient but expensive.
In addition to the above, I will employ various unique customer retention strategies to outdo my competitors. First, I will develop frequent customer communication calendars say weekly, to reflect on the most emergent needs and complains of my customers, a step that will facilitate immediate customer responses and satisfaction. Additionally, I will create a robust courtesy system based on professionalism.This will serve to improve the interpersonal skills between my employees and my customers which will apparently enhance the spirit of customers in buying my products and dignify my services.
References
Frei, F. X., Ely, R. J., & Winig, L. (2009). Zappos. Com 2009: Clothing, Customer Service, and Company Culture.
Siu, N. Y. M. (2016). Customer relationship management and recent developments.
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