Good quote from Tony Hsieh (CEO of Zappos): "Too many companies think of their call centers as a cost to minimize ... it's a huge untapped opportunity ... [for] word-of-mouth marketing ... [and] to increase the lifetime value of the customer ... We create more and more positive emotional associations with our brand through every [customer service] interaction .... The customer remembers the experience for a very long time and tells his or her friends about it."
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- From pp 143 of the book "Delivering Happiness"Feb 4, 2013
- By the way, another interesting tidbit in this book is that Zappos almost died multiple times. It was so desperate that, at one point, Tony was putting in his own money month-to-month and letting people who couldn't afford rent on what he was able to pay them live for free in some of the office space.
That kind of frantic desperation combined with stubborn determination and doubling-down seems to be a common theme in many successful startups. But be very careful of survivor bias when extrapolating lessons from this; there are a lot of startups that double down in stubborn determination only to lose everything (but we don't like to talk about those as much).Feb 4, 2013
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