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Standing out with serviceBeyond Delivering Happiness

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About Me• Will Young (@whatupwilly)– Director of @ZapposLabs– General Partner @VegasTechFund

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ZapposLabsExploring the future of Zappos through non-traditional retail experiments!

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VegasTechFund – We <3 eCom

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KNOW A FRIEND AT A FAILED STARTUP?

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"We believe that customer service shouldn't be just a department; it should be the entire company." - Tony Hsieh, Zappos CEO

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The things you have heard already

• Culture is the #1 priority (customer is not first)• Core value of “Deliver WOW through service”• 4 weeks of call center training for ALL

employees• $4000 to quit at the end of training• Legendary calls and stories

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SO WHAT CAN YOU DO?

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OBSESS ABOUT LISTENING TO YOUR CUSTOMER

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How?

• Remember Twitter “track” feature?• Guess how long Tony read every customer

support email?• donotreply@yourcompany.com is stupid

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Tony’s “secret” weapon

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KNOW YOUR BEST CUSTOMERS

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Know how to identify your VIPs

• Influencer based marketing is ok…• But, your best customers are your influencers• Learn to quickly identify them• Don’t be afraid to personally reach out

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> $300

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NEVER STOP WORKING THE PHONES

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GREAT SERVICE IS THE ENTIRE EXPERIENCE

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STAND OUT TO INVESTORS

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Good!

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Bad

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GO BEYOND MARKETING AND CUSTOMER SERVICE ON SOCIAL

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#ootd

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say what?

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WHAT’S THE ROI OF GOOD SERVICE?

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What’s the ROI of your mother?- @garyvee

What’s the ROI of a hug?- @tonyhsieh

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• http://winthecustomer.com/important-customer-service-customer-experience/

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Thanks for having me!- Will Young

@whatupwilly wyoung@zappos.com

Hit me up if you want to exchange friends and family coupons!