Anyone who knows me knows I heart Zappos. Even those that know me just a little bit are aware of my affection. Those who know me well have definitely heard many passionate monologues about the virtues of Zappos and their excellent customer service. And those who work for me, well they just can't escape my enthusiasm. My love of Zappos is becoming a big part of our culture at Cytiva.Luckily, I have the world's greatest team and they have been supportive of my crush. They even went so far as to buy me a nice juicy gift certificate for my recent birthday! Like I said...World's GREATEST team...EVER! Man, they knew right where to hit me.
So you're probably beginning to wonder, "Why such a lovefest?" Well let me start by saying it's not a shoe fetish. Though let's be clear, I'm a customer and a very loyal one at that! These are some recent acquistions. They're peeerty aren't they!
See, I told you I was a loyal customer! The Zappos concept works for me. It works for me VERY well. I can get a last minute invitation to a charity event and not have utter panic that I don't have the right Mary Janes to match that MadMen-esque vintage dress. With Zappos I don't have to trek around the city hitting store after store only to leave frustrated and disappointed. From the comfort of my own home I can peruse their endless selection until I find the perfect fit. This is easy as can be with their excellent organzation and crystal clear pictures. I also love their reviews. They are super helpful to someone who has...well...Fred Flintstone Feet...You know that type.
It's not just the selection and convenience that get me. It's the free shipping. Not JUST free shipping, but free *return* shipping. Let's face it, shoe fit and comfort are not an exact science and there are going to be returns. Probably more returns than acquistions. Their return policy works well because you get 365 days to return things. I can't tell you how many times I've missed the return window on a purchase and been stuck with an item that just sits there and mocks me for being an endless procrastinator. Also, you get a FULL cash refund, none of this "Open Box"/partial refund or store credit crap. And lastly, Zappos will often upgrade my shipping to overnight as a nice little perk! Okay, so you get it...I like shoes and I like the Zappos concept, but why the...ummm...obsession with Zappos? It's really all about *who* they are and *how* they run their business.
I truly admire Tony Hsieh for his vision. It's incredibly inspiring that 15 years ago he was running a pizza business and now he's running a BILLION dollar business. A business that in its infancy must have seemed ridiculous.
Buying shoes online probably didn't seem like a solid business model...especially 10 years ago. It seems on par with buying ice cream online. :) But here they are 10 years later with...yep, I'll say it again...a BILLION dollar business. AMAZING!
Honestly though, its not really their business model or success that won me over. It's their commitment to culture and service. Unfortunately these things are so often overlooked in the business world. Let's start with their tagline, "Powered by Service". As someone who runs a Client Service Team it even makes me a little weepy. Happy Weepy that is! What a fantastic thing that a company values their service team so much that its prominent part of their corporate logo. WOW. The sad reality is that most companies are, "Powered by Revenue". It's critical that we remember that service is how we obtain and retain revenue.
My official hard core crush came after seeing this video.
NIGHTLINE!?! Zappos' commitment to customer service was on NIGHTLINE!?! Seriously? The happy weepiness came back again. Yes, I'm a sensitive girl...what can I say? That's when I really started to realize that I've got a LOT to learn from Zappos. It was then that I decided to become a voracious student. I'm commited to learning all I can in hopes to evangelize our own commitment to customer service.
As long as we're talking about Happy Weepy, this video also really won me over. Not only was it incredibly well produced, but the clear commitment to fostering their employees' growth is insipiring!
So here's a little about me:
I'm the Vice President of Client Services for a company called Cytiva Software. Sounds very fancy doesn't it? What it really means is that I get to guide four programs in our company: Implementation, Training, Account Management and Customer Support.
Here I am! Nice to meet you, finally!
I'm already learning so much from Zappos! I ordered their culture book, which is a series of unedited vingettes from their employees about what Zappos culture means to them. Unedited! If your employees had the opportunity to write freely about your company culture, would you be terrified? I honestly think most companies would be utterly terrified.
I've really been enjoying reading the book. I must admit to almost leaping out of my chair when I realized that it was signed by no other than Tony himself. Ok, hopefully I'm not sounding too stalkerish. ;) It's *really* not like that. I'm just so impressed that someone running a GIANT business would take the time to sign the culture books.Ps, if Tony really didn't sign it nobody better tell me because I may weep a little. And not the previously mentioned Happy Weepy.
Zappos has inspired us to develop 10 Core Values of our very own! For a company without a mission statement, that's easier said than done! We've been passing the Culture Book around the office and bookmarking the pages that resonate with us. We're using this to help us brainstorm and find values that fit our world. So far this exercise has proven helpful! It's an excellent launch pad and is helping eliminate the "blank page syndrome".
So, Zappos...Thank you for reading my Zappos Love Fest! I hope you will select me for the scholarship. I promise to use all the knowledge I gain for good not evil. This is the look of joy that will be on my face when you select me.
It's a nice look isn't it? You wouldn't want to forsake me this level of joy would you? Pick me! Please! With Sugar on Top?
More importantly, I'll share all that I learn with my aforementioned "Greatest Team EVER". Who already is...in Zappos Core Values lingo, "Passionate, Determined, Humble, Positive, Family, Creative and a Little Weird". See Values #3, 7, 9 & 10
To learn more visit http://bit.ly/yklJA to learn more about Zappos Insight!
