Types of gestures to happen

Assignment Help Marketing Management

Reference no: EM133318327

Assignment:

Case Study: Customer Service as Public Relations

Zappos

A U.S. online shoe retailer, bases much of its success on its customer service. It offers free shipping on all its purchases, as well as free returns. In fact, goods are shipped with a preprinted return label, making he process straightforward for customers. Zappos also invests heavily in its customer service team, empowering each member of the team to do what he needs to do to delight customers.

For example, Zaz LaMarr blogged about her experience with Zappos. She had meant to return some shoes to Zappos, but her mother passed away, and naturally she just didn't have time. Zappos arranged to have UPS come pick up the shoes and then sent her flowers.

There is no doubt that Zappos' customer service costs are high. Not only is shipping free but its customer service team has been given the authority to make gestures like the one above. The return to Zappos in terms of goodwill is almost immeasurable (although its online reputation is excellent) but no doubt leads to increased referrals and sales and customer loyalty.

Questions:

Evaluate this case and visit Zappos.com, answer the following questions referencing chapter a minimum of twice.

Explain why you think Zappos has given its customer team the authority to make gestures like these. What are the benefits of doing so.
Do you think most businesses would allow these types of gestures to happen? What are some other company examples?

Reference no: EM133318327

Questions Cloud

Discuss mortal sin and the seven deadly sins : explain how it did so. Be sure to discuss Mortal Sin, the seven Deadly sins, Penitential Manuals, the Council of Trent and the work of Vatican II.

Develop a consumer behaviour report : You are required to develop a Consumer Behaviour Report for the Managing Director of one of the following brands: APPLE.

What did you learn about cultural diversity in baltistan : What did you learn about cultural diversity in Gilgit- Baltistan? What factors play a key role in fostering tourism in the region?

Religion who is saint augustine of hippo for you : Religion who is Saint Augustine of Hippo for you? What are the excellent insights/characteristics that your learned from him which you would like to imitate

Types of gestures to happen : Do you think most businesses would allow these types of gestures to happen? What are some other company examples?

What strategies could you use to empower children to develop : What strategies could you use to empower children to develop limits and consequences and why is this an important feature of positive relationships?

How questions are an important communication technique : Discuss how questions are an important communication technique with children two years and above and the types of questions you can ask to promote communication

What is the current cost-per-conversion of the ad campaign : After 15 days of the campaign you notice that this campaign had served 1000 impressions with a clickthrough rate of 10% and a conversion rate of 5%.

How the mosaic covenant compliments the abrahamitic covenant : Describe the significance of the exodus in relationship to the covenant God made with Abraham. Additionally, explain how the Mosaic covenant compliments

User Account

All Pages