Developing a Loyal Clientele
Tony Hsieh Keynotes - The keynotes by Tony Hsieh focus on how effective customer service can create a clientele base of...
A huge portion of the brand's sales come from repeat customers, who also end up spending more than first-time customers. Hsieh attributes this to the brand's free shipping both ways, its dedication to maximizing the number of phone calls with customers and its 365-day return policy.
Zappos will go so far as to give a customer the name of another company with a better deal if it means that it will create a "wow" moment for customers, because these moments bring them back. This customer service keynote offers insight into yet another company with success derived from putting the customer first.