The Zappos’s has Mission statement as “To provide the best customer service possible”. The company believes in caring and friendly culture and thus inculcates the same in employee who deal with customers. The customer is at the heart as:
They want to have loyal customers – Even if competitor brand is giving heavy discounts, the customers must stick with the company and not get carried away
The increased competition and pressure on profit margin makes it very important to treat the customers in best possible way to have business continuity
Hence, it is very critical for company to continue the focus on customers and live its values to the extreme.
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