As I mentioned in my post about popular customer experience topics , I’m currently researching best practices for the 3rd principle of Experience-Based Differentiation : Treat customer experience as a competence, not a function . It’s a topic that I sometimes call customer-centric DNA.
It's not about shoes, it's about customer service. At least that was the gist of Zappos CEO Tony Hsieh opening keynote at SXSW this year.
Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service – a potent digital marketing tool. Tony Hsieh, CEO of Zappos, kicked off day one of PubCon 2009 with a keynote on the importance of delivering happiness through service.
Nobody thought the idea of selling shoes on the Internet was a good one when Zappos.com was founded in 1999.