Zappos has a reputation for great customer service. This short post at The Consumerist, “Zappos CSR’s Kindness Warms Our Cold Hearts” (January 17, 2010) describes how “knock your socks off” customer service fuels positive word-of-mouth. Read the post and the comments below.
What do you think? Is this type of customer service worthwhile? How could you calculate the benefits of the Zappos’ CSR’s (customer service rep) decision to send flowers to a customer? Think about the lifetime value of a loyal customer and add in the number of customers she influences with her word-of-mouth.