Tuesday, November 4, 2008

Who needs advertising?

Zappos.com - on online shoe retailer - barely advertises yet has cornered a sizable chunk of their market. How? A blatant, unflinching respect for their customers.

Even more, they respect and value their employees, and in particular their employees' respect for their customers. To quote Creativity-online quoting a Zappos executive:
"We put as much energy in planning and training our employees as other companies do planning their media," says Brian Kalma, director of creative services/brand management. "That allows us to feel more comfortable having every single employee be a direct contact with the customer. Every person is an advertising vehicle; with thousands of phone calls a day, mutiplied by 365, those are a huge amount of touch points with our customers."

A great way to behave towards your employees and customers!

No comments: