When Zappos shows me the love, they make sure I know it.
I ordered new shoes from Zappos yesterday and chose the free shipping option, even though it means waiting until next week for my new sneakers to arrive. But surprise! Today I got a sweet email from Zappos — my shipping’s been upgraded! Free! All part of the Zappos customer experience that gets customers and the media talking.
But what’s really smart is how they didn’t just do something extra — they made sure I knew I was getting a perk. Here’s the note they sent. And a question for you. When you show your clients the love, are you making sure they take notice? Or do you just assume they’ll recognize your efforts? When the customer experience is the fulcrum of your marketing strategy, make sure you give your customers the “heads up” when you do something special.
Filed under: customer experience, strategy, tips and ideas
