Us Shoe King Zappos To Create A Caring Service

Unlike other retail websites, the average waiting time here is controlled within 20 seconds. The customer service center has the power to solve anything.

Although Zappos has sold it in 2009, it has been sold by changing shares.

From the beginning, Zappos was committed to providing customers with invincible shopping experience.

For example, Zappos's website downloads faster than any other website, and telephone service increases customer shopping experience.

Unlike other retail sites, the average waiting time here is controlled within 20 seconds, and the customer service center has the power to solve anything.

Zappos understands that its main competitor is a traditional business shop.

In order to successfully operate, we need to ensure that customers can comfortably complete online shopping.

The company has used many different ways to deal with this challenge, including free return, special Internet product information, telephone contact, free morning shopping and so on.

Customers can comfortably buy the right products and return them if they are not suitable.

It started with a 60 day free return, and then extended to 365 days.

Customers can buy several pairs of shoes of different styles. After trying them on, keep the right ones and return them unsuitable.

By observing the behavior of customers in real time, Zappos finds that the most profitable customers are not those who return the least number of goods.

Customers who always choose to return products free of charge are going to try all the different brands and styles of shoes before buying them.

Therefore, although they have a high return rate, they will also buy more products.

Overall, the return rate is about 35% of total sales.

In fact, the practice of Zappos has greatly released the pressure of consumers' decision making, and the subsequent postponed payment policy has made it very easy for consumers to make decisions.