Zappos & 5 Lessons of Success
5 Success Principles I Learned At Zappos
Business-Building Action from Terry Brock
I'm always looking for great ideas to share with you about how to be more successful in your business and personal life. Today I want to share with you some ideas I got when I visited the headquarters for Zappos, the online sensation selling shoes and many other items. This is a company that is known for its dazzling customer service and the outstanding leadership of its CEO, Tony Hsieh.
It was Gina, my partner, who came up with the idea. I thought is was not bad, but we'd be too busy. Boy, was I wrong! What a great enlightenment we had from the moment Derek, our outstanding driver, picked us up at our hotel. I thought they did this because of my good haircut (!) but I soon learned they do this often to tell the Zappos story. This company is known for pursuing excellent customer service.
While there, I picked up five (5) key steps that you can use whether you're in distribution, sales (aren't we all?) or any other business.
Make it Fun. Every Zappos employee we encountered was cordial, charming and helpful. They have fun. Some will say that fun is not part of business. In today's information-based world run on brain power, we need to have fun to be competitive. This attitude of fun spills over into customer service and creates a “WOW!” atmosphere. They even have an “Alien Spaceship” outside in the center of the building which is fun and is used for occasional meetings. Zappos stresses fun and emphasizes customer service.
Develop an Esprit De Corps With Employees. There seemed to be an unusually strong bond between employees. It seemed that everyone knew everyone else as they worked towards the common goal to create great customer experiences. They even have what they call the PEC, Personal Emotional Connection. This is where those in the call center are encouraged to send personal notes and gifts to select callers. Rewards are targeted towards those demonstrating outstanding examples of customer service. This radiates around employees and spills over to customers.
Be Maniacs for Customer Service. Our tour guide Renea told us about how Zappos employees are rewarded for answering customers' questions and solving problems. Whether it is with Zappos, or their sister company, 6pm.com, all employees are trained to stress customer service over sales. I find it interesting that by following that formula, sales increase even more!
Create “Cultural Collisions.” Don't you just love that term? Tony Hsieh came up with as he closed all but one entrance to the building. Now every employee increases the chances of random encounters with others from the company. It helps create and foster those important serendipitous meetings which naturally generate employee camaraderie. As they help each other, they are more likely to help customers which is more likely to build sales. Very good strategy, Tony Hsieh!
Be Profitable. Yes, even with all the fun and less than traditional approaches, Zappos continues to impress their bankers and accountants. It is not just a bunch of fun and games. This is serious business.
These principles from the very successful Zappos model can help you and me in our businesses. Yes, we need to make a profit --- the more the better! By following the above principles, we can help our people have fun, remain loyal, radiate a great attitude to customers and then focus more on customer service. Focus on helping customers and meeting their needs and the sales and profits flow from that.
What has been your experience in applying these principles? Share this with others so we can continue the message to focus on customer service. Share your thoughts in the comments and send a Tweet through Twitter so the world can benefit --- @TerryBrock. I read every message and look forward to hearing from you.
Terry Brock is an international speaker and marketing coach who works with organizations to help them leverage technology and build business relationships. He's the co-author of the McGraw-Hill best-seller on social media entitled, Klout Matters: How to Engage Customers, Build Your Digital Influence--- and Raise Your Klout Score For Success! He can be reached at TerryBrock.com, via Twitter - @TerryBrock, and on Steemit - @terrybrock.
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I including every steemians can easily apply these lessons to our daily life and see the greatness that follows
Thank you, @princeyk. Yes, that is important. If it works for Zappos, we can adapt the principles for us.
It's really great tips to be successful in our work
The most important of which is building relationships with employees
Relationships must be based on trust and love
You are a wonderful person and perfect here
Thank you for your comment, @roselover. I agree with you that relationships are extraordinarily important. I have talked about this in much of my work. However, I blush and have to say I am certainly NOT perfect by any stretch of the imagination. You are very kind, but I'm working hard to become better each day.
Always nice to hear from you and I hope you have a wonderful day today.
Its awesome sir, yes!!! It is true that in order to have a a good work and harmonious work, you have to build a good relationship with your co workers . Thank you so much for your wonderful words. :)
Thank you very much @andrewjohntamban. Nice to hear from you.
Customer service staff and their handling of sales with customers is what determines the fate of the company or the existing business, we can really bring customers to better serve to market a specific product for a company, I agree with you these five steps to achieve marketing objectives،
Good luck my dear friend @terrybrock 👍😃
All the best for you 😉
You are so right @samer484. Yes, the employees who treat customers right are helping that company to have a good result. Everyone wins when customer service is the focus. Thank you for your message.
These are great lessons. They not only apply for business but for life in general. Customer service seams to be going down hill in brick and mortar stores. These tips can be applied every where. Thanks for the wonderful article.
Great tips you just shared, I have learnt some new tips. Following you ultimately leads to success.
Great post @terrybrock. I'd love to visit Zappos. When I started out as an entrepreneur, Zappos was one of the startup case studies I would always come across such as this post here.
Really impressive. Thanks for sharing.
This 5 rules are so helpful, I definitely gonna put them in practice now on! Thanks for sharing, I invite you to visit my blog and enjoy the content :)