See Andy's other stuff:

LinkedIn
RSS Feed

Follow Andy

Contact Me >>

This impresses me every time I get it

I received this 20 minutes after placing an order with Zappos.com:

Dear Andy Sernovitz,

Good news!

Although you originally ordered Standard (4 to 5 business days) shipping and handling, we have given your order special priority processing in our warehouse and are upgrading the shipping and delivery time frame for your order.

Your order will ship out today and be given a special priority shipping status so that you can receive your order even faster than we originally promised!

Please note that this is being done at no additional cost to you. It is simply our way of saying thank you for being our customer.

The order above has already been packed and we will be emailing you your tracking number later today, when our computer systems are finished processing all of today’s transactions.

We are constantly striving to improve our service. If there is anything that we can do to help improve your experience, please don’t hesitate to let us know. We like to think of ourselves as a service company that happens to sell shoes, clothing, and a whole bunch of other stuff!

If you’ve enjoyed your experience with us, please tell your friends and family about Zappos.com!

Thank you!

——————————–

Zappos.com Customer Loyalty Team

cs@zappos.com

Email to a friend:

Privacy: We won't save or reuse these emails.

Comments

  1. Adam Golomb March 30, 2009 at 8:21 am #

    I ordered shoes from Zappos a couple months back and received the same email. What a great way to delight their customers. I think I have told 10+ people about this.

  2. Sonny Gill March 30, 2009 at 10:22 am #

    That’s great customer service by Zappos.
    One thing I’m curious about though, is if they do this for many of their customers. I’m sure they realize who they’re upgrading their shipping for here, as you’re an influential part of the WOM industry. But would they do this otherwise, as well?
    Not trying to stir the pot here. I really respect what you, Andy, and Zappos do – but the thought came to mind as I recalled a post by Jason Falls earlier this month: http://www.socialmediaexplorer.com/2009/03/02/are-responsive-brands-playing-favorites/

  3. Julie Grisham March 30, 2009 at 10:30 am #

    Sonny – I am not an influential part of any industry, and Zappos always upgrades me to free overnight shipping. (I am Andy’s wife, but they don’t know that, and we don’t have the same last name.) In fact, I can’t think of a time when they haven’t upgraded me, and I order from them pretty often.
    I do wonder if it has something to do with geography, though. Someone in a rural area may not get the same quick service that people in major cities do. No evidence either way, just a thought I’ve had.

  4. Sonny Gill March 30, 2009 at 8:04 pm #

    Julie,
    Thanks so much for sharing your experiences as well. That (as well as Adam’s comment) basically answers my question!
    That is an interesting thought as far as geography goes. I assume there has to be some sort of system tied in there but who knows.
    Thanks again!

  5. Persia March 31, 2009 at 2:55 pm #

    I ordered a pile of things from rightstuf.com about a month ago– they were having a manga sale– and one item was pre-ordered. Every week I get an email from them about the one pre-ordered item, assuring me they haven’t forgotten me, and it’ll ship as soon as it’s in stock. Even something as little as that sticks in my mind as ‘above average’ customer service.
    (To my annoyance, Borders has the damn book on the shelves, but they’re ignoring the pub date to do so, so I’ll live.)

Get My Newsletter!

Subscribe to Damn, I Wish I’d Thought of That! for a weekly email full of unusually useful ideas for smart marketers. Great marketing is about brains, not bucks. The best business ideas are easy to do, inexpensive, and fun. Learn to simplify your business, earn word of mouth, and thrill your customers:

Never display this again