Zappos winning at customer service all day, everyday

Social media trail blazers, Zappos have been at the cutting edge of innovation since their inception in 1999. Having never been a purely brick-and-mortar business, they capitalised on the digital insurgence by focusing on ecommerce customers exclusively and leveraging social media platforms, creating a unique company culture and infusing cutting-edge technology with excellent customer service - they’ve been an example to retailers and shown what it is to evolve alongside customers.  

“Zappos was built on the idea of focusing on the customer by really investing in customer service, it was the Founder’s vision 22 years ago and says Zappos is a customer experience company that happens to sell shoes” Alex leads customer research for Zappos, in this exclusive interview he tells us:  

• How you need to ‘give customers a voice
• How the excelled in innovation during the pandemic, introducing drop-ship and consignment to help partners thrive during pandemic
• How ‘Zappos Adaptive’ helps people with disabilities and with different size feet, recognising the importance of being adaptive
• His opinion on the Metaverse, its potentiality and implications for eCommerce

 Check out the video