Continuous Iteration Key to Zappos’ Holiday Prep

How does an online retailer like Zappos prepare for the holiday shopping onslaught? The quirky etailer stays at the top of its game with year-round preparation and continuous iteration on the site’s user experience, features, navigation, product assortment, inventory management and marketing.

One example of such iteration involves customer feedback, which is critical to Zappos’ business. In order to access feedback more directly, Zappos added a “like” button to its site. “We can listen to conversations about us and answer customer questions when they come up,” Jaimee Newberry, senior manager of user experience–visual design, told eMarketer. The feedback played a critical role in retooling the site’s user interface and skin.
“In the user experience world ‘best practice’ becomes a dirty word. We’ve learned by trial and error. We’re huge fans of iteration—throw something out there and listen to what users are saying and marry the users’ needs with the business needs. We get a lot of feedback.”


Multimedia, multichannel approach—and no discount games

How does an online retailer like Zappos prepare for the holiday shopping onslaught? The quirky etailer stays at the top of its game with year-round preparation and continuous iteration on the site’s user experience, features, navigation, product assortment, inventory management and marketing.

One example of such iteration involves customer feedback, which is critical to Zappos’ business. In order to access feedback more directly, Zappos added a “like” button to its site. “We can listen to conversations about us and answer customer questions when they come up,” Jaimee Newberry, senior manager of user experience–visual design, told eMarketer. The feedback played a critical role in retooling the site’s user interface and skin.

“In the user experience world ‘best practice’ becomes a dirty word. We’ve learned by trial and error. We’re huge fans of iteration—throw something out there and listen to what users are saying and marry the users’ needs with the business needs. We get a lot of feedback.” Leer más “Continuous Iteration Key to Zappos’ Holiday Prep”

Five Companies that Fix their Story to Inspire Service

Branding as a strategy means little if the customer experience is not there. If your story doesn’t align with what you do, all of the clever tactics you can come up with to follow your lofty goal will not make the cut.
Unless you can fix your story by inspiring a culture of service from the inside. You instill a belief as well as make an example of behaviors to follow throughout the organization. You know that this cannot just be a grassroots effort, it needs to come all the way from the top.


Branding-logo

Branding as a strategy means little if the customer experience is not there. If your story doesn’t align with what you do, all of the clever tactics you can come up with to follow your lofty goal will not make the cut.

Unless you can fix your story by inspiring a culture of service from the inside. You instill a belief as well as make an example of behaviors to follow throughout the organization. You know that this cannot just be a grassroots effort, it needs to come all the way from the top.Which companies are doing that today? Here’s five that fix their story to inspire service: Leer más “Five Companies that Fix their Story to Inspire Service”