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Surely you heard of Zappos, an online store that bill annually more than 1000 million selling shoes and clothing. It is well known for being one of the companies that best represents the radical focus on customer experience.
Zappos is a digital native who greatly values baby showers its call center by less than 5% of sales are made by phone. This is strange to many but just one sentence of its founder, Tony Hsieh, to capture the logic: baby showers "Our customers call us at least once at some point, and if we manage well the interaction, we have the opportunity to create an emotional impact baby showers and a lasting memory. "
Sure it's not a contact center as any. Instead of rewarding operators achieve lower average call time, reward those who spend at least 80% of their time talking to the client. They believe that is the best way to promote baby showers loyalty. baby showers
Other features of this contact center that differentiate: serving 7 x 24, which is rare for a retailer, and do not use hyphens representative nor make up-selling on the grounds that this is an inconvenience to customers (arguably, no? )
So seriously Hsieh takes the contact center that the company decided to move from San Francisco to Las Vegas. Reasons? Las Vegas is a town where there is a workforce accustomed to working all night, which provides cover any time band. And even more interesting: the economy of the city is focused on hospitality, which its inhabitants are accustomed to think of people as guests.
In 2009 Amazon bought Zappos. We know that Amazon is another great believer in Customer Experience, though his approach is more technical. "They are more hi-tech and hi-touch us more," he says, adding that Hsieh anyway lately learned a lot of metrics analysis, logistics and diversification.
On average, about 25,000 people per year apply to work at Zappos and are hired only 250. Statistically baby showers it is more difficult to get this job to be admitted to Harvard. "This speaks volumes about the strength of the culture we have created," concludes Tony Hsieh. baby showers
Bachelor of Communication (National University of La Plata) baby showers for more than 10 years writing about business and technology does. In 2004 launches baby showers CCSur, a specialist contact center and customer experience at regional level digital medium. In 2006 he co-founded Coworc. baby showers
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