When your phone number is not easily found on your website.
It screams DON'T CALL ME! A missed opportunity for acquiring a new customer, fixing a problem or what you are in business for, to make a sale.
Here is a website example you should follow. Zappos does over a billion dollar in sales. I bet you didn't have any problem finding the number.
Tony Mariani
Showing posts with label Zappos. Show all posts
Showing posts with label Zappos. Show all posts
Thursday, September 9, 2010
Sunday, August 1, 2010
Websites you may like
Some sites I found very informative this weekend. Thanks to John Jantsch of Duct Tape Marketing for inspiring the post.
How good is your website? http://unbounce.com/landing-pages/landing-page-rehab/
Who is saying what in social media? http://www.whostalkin.com/
Tony Hsieh, CEO of Zappos delivers happiness to Google.
Can you speak human? Interesting challenge from Daniel Pink.
Tony Mariani
How good is your website? http://unbounce.com/landing-pages/landing-page-rehab/
Who is saying what in social media? http://www.whostalkin.com/
Tony Hsieh, CEO of Zappos delivers happiness to Google.
Can you speak human? Interesting challenge from Daniel Pink.
Tony Mariani
Monday, June 7, 2010
Delivering Happiness: A Path to Profits, Passion and Purpose
Is the title of Zappos CEO, Tony Hsieh's book out today.
You have to admire the entrepreneur mind of Hsieh who at a young age was making money from his business ventures. Barely out of Harvard and at his first job, Hsieh is bored working for someone else. So he quits and not long after he would sell his company, LinkExchange,to Yahoo for $265 million dollars.
So what does a guy in his mid twenties with a pocket full of cash do? Whatever he wants! He dabbles in day trading, invests in a movie and sets up a company to provide financing to start up companies. He soon finds himself spending more time with one of those investment companies, Zappos, an online company that sells shoes. Not the greatest model for a business. People need to try shoes on!
And the early years are tough on Zappos and Hsieh finds his nest egg quickly dwindling and Zappos needs a cash infusion. So Hsieh sells his condo at a loss to keep Zappos going. Blind faith perhaps.
Zappos is an unorthodox company. Where else do they offer new hires a $2000 bonus to quit if they haven't bought into the Zappos culture. Hsieh put company culture above all else. He invested in the personal development of his employees and gave his customer service reps more freedom than at a typical call center.
As Hseih puts it, "they are not in the shoe and accessory business, they are in the customer service business". And better service would translate into lots of repeat customers, which would mean low marketing expenses, long-term profits, and fast growth.
The proof is in the pudding. Zappos was sold to Amazon this year for a billion dollars.
And when you read the 10 core values that make up the Zappos culture, you know they practice what they preach.
1. Deliver WOW through service
2. Embrace and drive change
3. Create Fun and a little weirdness
4. Be adventurous, creative and open-minded
5. Pursue growth and learning
6. Build open and honest relationships with communication
7. Build a positive team and family spirit
8. Be more with less
9. Be passionate and determined
10. Be humble
What would your business look like if you embraced those 10 principals? Click here to learn more about Delivering Happiness.
Tony Mariani
You have to admire the entrepreneur mind of Hsieh who at a young age was making money from his business ventures. Barely out of Harvard and at his first job, Hsieh is bored working for someone else. So he quits and not long after he would sell his company, LinkExchange,to Yahoo for $265 million dollars.
So what does a guy in his mid twenties with a pocket full of cash do? Whatever he wants! He dabbles in day trading, invests in a movie and sets up a company to provide financing to start up companies. He soon finds himself spending more time with one of those investment companies, Zappos, an online company that sells shoes. Not the greatest model for a business. People need to try shoes on!
And the early years are tough on Zappos and Hsieh finds his nest egg quickly dwindling and Zappos needs a cash infusion. So Hsieh sells his condo at a loss to keep Zappos going. Blind faith perhaps.
Zappos is an unorthodox company. Where else do they offer new hires a $2000 bonus to quit if they haven't bought into the Zappos culture. Hsieh put company culture above all else. He invested in the personal development of his employees and gave his customer service reps more freedom than at a typical call center.
As Hseih puts it, "they are not in the shoe and accessory business, they are in the customer service business". And better service would translate into lots of repeat customers, which would mean low marketing expenses, long-term profits, and fast growth.
The proof is in the pudding. Zappos was sold to Amazon this year for a billion dollars.
And when you read the 10 core values that make up the Zappos culture, you know they practice what they preach.
1. Deliver WOW through service
2. Embrace and drive change
3. Create Fun and a little weirdness
4. Be adventurous, creative and open-minded
5. Pursue growth and learning
6. Build open and honest relationships with communication
7. Build a positive team and family spirit
8. Be more with less
9. Be passionate and determined
10. Be humble
What would your business look like if you embraced those 10 principals? Click here to learn more about Delivering Happiness.
Tony Mariani
Saturday, February 20, 2010
How do you rate your customer service
Roy Williams, The Wizard of Ads, says that all the advertising in the world can't fix the problems inside a business.
"It's not my job", seems to be soup du jour. If that's the problem in your place of business, I suggest zappos.com. Check out the culture of Zappos. It's everybody's job to do whatever it takes to make the customer happy.
A $400 voucher of your next flight or no charge for the bad entree doesn't do anything to win customers or create positive word of mouth in today's digital age.
You want to win friends and influence people? No charge for dinner and the next time you come is on the house and your next flight is on the house and in first class, that is customer service.
Never ask someone to come back and pay money to try you again even if you are discounting their next experience. What do you think will get you more positive word of mouth? If I come back to take advantage of say a $400 voucher and the service sucks again?
The only way to right a bad experience is NO CHARGE the next time you dine or fly with us.
"It's not my job", seems to be soup du jour. If that's the problem in your place of business, I suggest zappos.com. Check out the culture of Zappos. It's everybody's job to do whatever it takes to make the customer happy.
A $400 voucher of your next flight or no charge for the bad entree doesn't do anything to win customers or create positive word of mouth in today's digital age.
You want to win friends and influence people? No charge for dinner and the next time you come is on the house and your next flight is on the house and in first class, that is customer service.
Never ask someone to come back and pay money to try you again even if you are discounting their next experience. What do you think will get you more positive word of mouth? If I come back to take advantage of say a $400 voucher and the service sucks again?
The only way to right a bad experience is NO CHARGE the next time you dine or fly with us.
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