Nov 18, 2012

Do You Shop Zappos? - Baltimore, MD./ Las Vegas, NV. - November 2012

NOTE TO READER: Let me start by saying I am getting NOTHING to write this blog post. No contest, no commission, no discounts, no freebies. With that out of the way, I'll get right to the point.
I discovered this online shopping wonderland about 4 years ago when I found THESE beauties!

I've trusted them with my work shoes, and when I ordered them a half size too small they sent me the new size, overnight, no additional charge, so I could start work with the correct size shoes.

And then last Christmas The Hub and I got each other backpacks.

Over the last 4 years we've gotten winter coats and several other odds and ends and always been impressed by the speed and service.

However in the last week my opinion of Zappos as gone from impressed to floored when a couple of days ago I received THIS.
A hand written thank you note from Autumn, the customer service representative based in their headquarters in Henderson, NV, just outside Las Vegas, that helped me with a warranty exchange a few days before. She also included little gifts for our girls.

You can check out more about their company HERE on Wikipedia, I'm not going to bog you down with all the details, but know that this company doesn't just treat it's customers right, they take care of their employees as well. According to Fortune magazine they were # 11 on the "Best Companies to Work for" list in 2012.

In our 30 or so minute conversation, which felt like I was talking to a long time friend, we shopped for a new backpack to replace the one I'd receiver 11 & 1/2 months before. She laughed at my silly little girls as they giggled and played beside me as we talked. She shared with me that it was the best place she'd ever worked and that although she didn't, they could wear pajamas to work.

Their comfortable work culture is visible in this CBS Story

And also here on Nightline

And in the countless Homemade YouTube videos they are encouraged to make and post. as well as in these super funny commercials.

Emotionally Ready


To get you in the holiday spirit - Santa Pants

And my Personal favorite - Deep Fryer

The more I've researched this company the more I like them. With my background being in training I was pleasantly surprised to learn that after a 4 week customer loyalty training program, which includes at least 2 weeks of talking on the phone with customers in the call center, each new employee is offered $2,000 to quit. only 3% of new hires take the deal leaving behind a fiercely loyal team ready to help you with anything, from choosing the right color shoe to wear under the drape of your wedding dress to finding the closest late night pizza delivery place (TRUE STORY).

There are moments when you go from being a loyal customer to a customer for life and this has been one of them. Happy Zappos Shopping!

Till next time,
Bon Voyage!

1 comment:

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