CX Lessons from Zappos: The Voice of the Best Customer

 

CX Lessons from Zappos

Zappos, the brand worth billions of dollars, is not just a company that sells shoes, it sells service. Zappos has found a unique stride in the E-Commerce world for serving the customers’ needs above and beyond any other online retailer. Zappos customer initiatives have included projects and strategies that were launched with the intention of digging deeper into what their customers want and how they think. However, only one initiative was able to translate the customer voice into action - The Voice of the Best Customer (VOBC).

Join us for a conversation with Alex Genov, Head of Customer Research at Zappos, and Junior Hewitt, Head of Customer Success at Chattermill, where we will discuss how Zappos unlocks the insights hidden behind the tens of thousands of feedback comments, and takes actions on them to create lasting value for its customers. 

What we will cover:

  • Learn about Zappos VOBC initiative focused on uncovering their customers’ wants and needs
  • Hear how the company identifies the root causes in the customer sentiment to action them
  • Discuss the ways of categorising responses into areas of customer opportunities
  • See the transition from delivering information to taking ownership in making sure it is helpful, relevant and actionable to specific teams
  • Discover how Zappos drove the VOBC adoption and implementation across the business

Register for this webinar