Tonight I watched the Zappos Corporate Culture Presentation and going into this video all I really knew about Zappos was their wacky puppet commercials. The ones that are supposed to be based on real conversations between customers and customer service. I never really thought those were real because some of the conversations were just plain ridiculous.
However, after watching their culture presentation, I started to second guess all those commercials. Zappos emphasizes how it is important for them to create a relationship with their customers. This is why their customer’s services representatives are willing to put up with the type of phone calls that we hear in their puppet commercials.
Their corporate culture is to care for their customers. They are “Powered by Service.” Zappos offers free shipping and a 365-day return policy on all their products. If they can do not have something in stock, they suggest a competitor that does. They want to provide the best experience possible for their clients.