Zappos: Integrating Systems and Business Processes Mon 14 Apr 08
When you run across a company the truly integrates their systems with their business processes it can be an amazing experience. Dealing with these companies borders on fun because they take the effort to make it easy and have anticipated your needs. Zappos, an online retailer of shoes and other accessories, is one such company. Or more appropriately as they describe themselves: "We are a service company that happens to sell ________.
- and handbags
- and clothing
- and eyewear
- and watches
- and accessories
- (and eventually anything and everything)"
Since I'm a customer of Zappos I'm surprised that I hadn't written about this before. Fortunately, Seth Godin's recent post, "Zappos wants you to return those shoes" reminded me so now is a good time to talk about them.
Zappos' service is all encompassing in how it is set up. It includes: policy, processes, customer perspective, vision, attitude and systems. Customer service for them isn't just putting a "Contact us" or "Customer Service" link on their web site. Pete Blackshaw explain this in more detail in "Word-of-Mouth Marketing 101, à la Zappos.com"
Don't believe me? Then check out these examples: