Zappos.com – Creating Emotional Connections with Customers

Dilemma

A customer was late returning a pair of shoes due to a death in the family.

Solution

Zappos’ customer service team went out of their way to take care of the return shipping and arranged a courier to pick up the shoes at no cost. They also sent the customer a bouquet of flowers and a note offering their condolences. Note: Businesses that use emotional connections outperform their competitors by 85% in sales.

Result:

A customer who felt heard. A customer for life. Great word of mouth with an intangible return on investment.

Cited from article: ‘10 Unique Customer Experience Examples & Best Practices to Boost Your Brand

By Stephanie Cheung, May 16, 2017

Customer Service/ December 11, 2017

Global Tech Company … December 11, 2017