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Many Happy Returns
Jan 21, 2009

Of the many possibilities for retail  shoe purchases,  Zappos, according to Forbes Magazine Read Article is one of the better choices out there and they maintain  very strong, loyal relationships with its customers.  The New Year is bringing forth all sorts of outcries to return to serving your clients and customers and discourage them from fleeing your business.  Zappos is the Nevada based shoe retailer who specializes in selling shoes to women....on-line.

This very personal transaction of buying shoes is made memorable because of how they do what the do.  A easy to comply with return policy that "asks no questions, "an expedited delivery service that "does what ever it takes", is at the center of their very successful business model. This is what retailers' need to do in today's difficult economic environment.

One should make doing business with you easy and pleasurable.  Assume the burden of inevitable aggravations for your customers and clients.  Companies who exceed their clients’ expectations do so, in part, by creating experiences that are memorable because of their complete lack of angst.  Their delivery of services is always “hassle-free.”  Some of the companies that have well deserved reputations for consistently genial business dealings include Enterprise, NORDSTROM, Southwest and of course Zappos.

In the words of Sean Kim , their VP of Business Development, " We're in the Service Business. We just happen to sell shoes." They invest in service and do not consider it a cost.


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How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

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