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Episode 5: How to be more like Zappos

In Episode 4 we explored how Zappos achieves a 75% customer retention rate by investing in customer experience. In this video, we’ll explore how you can adopt the Zappos model for your small business.

There are five easy suggestions, starting from easiest to hardest, you can implement today to unlock a “WOW” customer experience.

Tip 1: Put your phone number on every page.

The telephone is one of the best branding devices out there because you have the customers undivided attention for 5-10 minutes. If you don’t feel comfortable leaving a phone number online, consider the Raven Call Back app linked in the description.

Tip 2: Call each day’s best customer to say “thank you” and offer your support.

What’s better than finding new customers? Finding more of your BEST customers. By starting a conversation with your best customers you can find out more about them, which will give you ideas on how to reach more people like them. The Scout app was designed for this purpose.

Tip 3: Send a free pizza to your best customer each month.

Delightful surprises like a free pizza from your brand will create a “wow” experience and encourage word of mouth marketing. Pizzas are great because your customers can share with friends and family, and your brand will become the focus of the dinner conversation.

Tip 4: Send a handwritten “thank you” note to all customers.

Not only does this leave a lasting impression, but it’s also good manners. A well written thank you note has the potential to go viral on social media if posted by the right customers.

Tip 5: Upgrade first time customers to faster shipping.

Trust is the key factor in small business. First time online buyers don’t know how your business will treat them after they make their payment. By reciprocating their trust with fast shipping you earn trust quickly, and make buying from you again a no-brainer.


Also published on Medium.