Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate—or, simply put, human. For most organizations, customer service is an afterthought. And since servicing customers is primarily viewed as a cost center, customers are often treated as a liability. Yet, customers are a valuable resource: their feedback is integral to shaping your product and building your brand. Customers are not shy about exercising their clout, shouting their experiences—good and bad—to the world.
Paul Demery. Sometimes what makes retailers special isn’t always immediately noticeable—until you get inside their heads and how they operate. And sometimes, as in the case of HauteLook—which emerged on the retail scene a few years ago as one of the first members-only, flash sale e-commerce sites—what initially sets them apart is followed by something that may be even more important.
Members-only flash sale sites are no longer unusual, of course, with many of the more traditional retailers launching their own versions. Yet there’s something else about HauteLook and how it operates. It’s also not unusual to use social media to offer consumers another way to engage with a merchant. But this merchant takes it a step way beyond the common.
This interview with Tony Hsieh, the chief executive of Zappos.com, was conducted and condensed by Adam Bryant.Marilynn K. Yee/The New York Times
read the entire interview via www.nytimes.com