Ecommerce: Tips for the Future
March 10th, 2008 by brent
Echoditto blog has posted an interesting read. They follow the life of a dot com start-up, zappos.com and discuss the strategies that have made them a success.
Their plan has focused on two main ideas:
1) Put customer service before marketing
2) Favor long-term investments and short-term financial sacrifice over short-term investments
This includes many different tactics, but the most interesting one deals with their call center.
“They don’t measure average call time, they don’t up-sell, they refer to competitors, and everyone who answers the phone is already authorized to do what it takes to make you happy (even if that means, in one case, looking up local pizza parlors).”
Clearly, they take customer service seriously.
