Zappos And Value Delivery

The story of Flowers

Below is a story culled from consumerist.com about a Zappos customer's experience. Zaz Lamarr was meant to return a pair of shoes, but didn't find the time because she lost her mum.

"When I came home this last time, I had an email from Zappos asking about the shoes, since they hadn’t received them. I was just back and not ready to deal with that, so I replied that my mom had died but that I’d send the shoes as soon as I could. They emailed back that they had arranged with UPS to pick up the shoes, so I wouldn’t have to take the time to do it myself. I was so touched. That’s going against corporate policy.

Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos. I burst into tears. I’m a sucker for kindness, and if that isn’t one of the nicest things I’ve ever had happen to me, I don’t know what it is."

Known to go the extra mile to satisfy their customers, the Online Retailer giant makes 75% of its sales from repeat customers.

Known to go the extra mile to satisfy their customers, the Online Retailer giant makes 75% of its sales from repeat customers.

How do we make our customers happy in AIESEC?

We should be careful not to turn this into another cliche. Getting familiar with the standards and neglecting to implement them will not create the satisfaction we desire to see in our EPs, our customers. 

Evidently, we are often faced with the challenge of implementing them. Well, no worries! During the just concluded Value Delivery summit, we cleared the air on checklists and guidelines on how to implement the standards, fast and swiftly.

Remember, the "magic" happens in the Value Delivery stage. One happy EP is a potential hundred happy EPs. 

Familiarity breeds contempt
— Aesop's Fable, The Lion and the Fox.

Let us not become so familiar with the Standards and Satisfaction that we treat it with contempt. It is our key to delivering quality leadership experiences and making our customers happy.