Customer satisfaction and loyalty remain high for Zappos.com, an online shoe retailer, even after a recent security breach that left millions customers' confidential information vulnerable.
Zappos has been able to maintain a good image by building emotional connections, providing customers with friendly service and reinvesting in communities, according to Retail Customer Experience. Tony Hsieh, the CEO for Zappos.com, has built a positive image and rapport for the business, which helped the shoe company recovery quickly from the recent breach.
Hsieh says it isn't passion for the shoes that drives the company's success, it's his passion for customer service and company culture, reports the Sydney Morning Herald.
The company has built a reputation for quality service by offering customers free shipping both ways for up to a year after the purchase date. The leniency allows customers to return shoes if they don't fit or don't like them, with no questions asked.
On top of their flexible return policy, Zappos sends customers presents on their birthdays, the source reports, and the company's customer service representatives are available 24 hours a day, 7 days a week to answer questions and help customers find the right shoes.