AB 207 AB/207 AB207 Unit 7 Assignment Zappos (Kaplan)
The great customer service at Zappos can be expensive with real costs exemplified by free same day shipping and extensive employee training. Do you think the company can reduce costs in other areas of the operations to help offset these costs? If so, how?
By offshoring its customer call center, even if Zappos offers wages and perks much higher than the going rate, it would stand to save substantial amounts of money. Do you think Zappos should consider this? Why or why not?
In what other ways do you think Zappos can affordably enhance its customer service?
In building upon the business that you would like to start, how would you approach the need to keep operational costs down while building up customer loyalty at the same time?
In your business, what specific approaches to customer service do you think will make you stick out from your competition and achieve a high level of customer loyalty?