The Customer Service Survey

Know Your Customer

by Peter Leppik on Tue, 2014-06-10 17:32

Zappos, the online shoe company owned by Amazon, rightly has a reputation for providing a great customer experience.

They also know their typical customer well, and provide the kind of fun, quirky experience she (and it is mostly "she") wants.

But this can sometimes go a little awry, as it did with a recent order I recently placed with Zappos. They sent me a cheeky e-mail confirmation telling me:

We've received your order and can't help but notice your impeccable taste! Your order details are listed below, and they look fabulous!

Which probably would have been just fine, had I been ordering anything other than a pair of steel-toed boots.

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