Powered by Personality
Thursday, November 1st, 2007We like our brands like we like our friends; with a personality.
Andy Sernovitz (word of mouth marketing expert) wrote a quick note about Zappos which has been successful, in large part, because of the personality which it has created for itself.
Here is the juicy part:
Call their customer service number: 800-927-7671
Every day a different employee hosts the phone calls. Today (Halloween) you get singing:
“Trick or treat, smell my feet, Zappos Customer Service can’t be beat. Hi, my name is Amber, and my name is Kimberly, from our product information support team, and we’ll be hosting today’s daily greeting on this spooky October 31st.”
Plus, every call ends with “Press 4 to hear Zappos Joke of the Day.” Two more employees tell you a joke.
Zappos is not afraid to say that they have a personality, and that’s just the kind of company that people want to deal with.
Zappos is a company that is an inspiration for us at Leads360, because it is built on customer service. When Zappos was just starting up they knew that an incredibly high level of customer service would be required to let people buy shoes, without trying them on. They developed a class-leading organization which revolves around making it as painless as possible to buy AND return shoes.
“We’re a service company that just happens to sell shoes.” Read the whole interview at Inc.