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Testing Zappos’ Customer Service Reputation

January 30th, 2009 · 4 Comments · Big Companies, Lovely People, Lovely to Staff

Zappos – the online shoe retailer – is famous for their customer service. When Andrew Warner interviewed Zappos’ CEO Tony Hsieh last year, he put the company’s reputation to the test live on air!

Andrew had heard that if a product listed on the Zappos website is out of stock then the customer service team will actually help you order the item from one of their competitors – they’d rather help you out in some way even if it means losing your business in the short term. Luckily for Tony the experiment worked perfectly and the customer service rep was quite prepared to help out!

You can listen to the interview here:

Previous coverage of Zappos here and here.


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