Imagine a customer service call lasting 10 hours, 43 minutes. Yes, it is absurd. Yet, that’s exactly what happened at Zappos.
And that’s how they positioned themselves as the Undisputed King of Customer Service.
Most brands hustle to end calls quickly, but at Zappos, Steven Weinstein took a near 11-hour call not for records, but for genuine connection.
Selling shoes online isn’t groundbreaking, But Zappos shines in their brand positioning:
🎯 Customer First: Tony Hsieh, Zappos CEO, always believed that while shoes can be bought anywhere, unwavering customer loyalty can only be earned.
🤹 Beyond Transactions: At Zappos, a call isn’t about sales but building relationships. It’s not about speed but genuine engagement.
🎉 Embrace the Weird: “Create fun and a little weirdness.” This isn’t just a motto; it’s their ethos. When this mantra intersects with customer service, magic (or marathon calls) happens.
The result: Zappos doesn’t just sell shoes; they’ve positioned themselves as a brand that genuinely values every customer interaction, no matter how long it takes.
💡 For brands: Standing out isn’t about being loudest or biggest. It can also be about genuine care and daring to be different.
