It’s a sweet spot for us. How Lowe’s, Zappos And IKEA Use Technology To Provide Added Value To Consumers. Step 3: Use big data to quickly spot customer service failures. Although we don’t have a ton of analytics yet, we do know that app customers are better customers than mobile web [users]. Zappos — a notable online footwear retailer — has developed a loyal following due to its vast product assortments, flexible shipping and return policies, and compelling branding strategies. Measure Total Call Time, Not Time Per Call. In our research, tablets aren’t an on-the-go device, and more of a coffee table device people are using during the weekends and evenings.”Zappos — a notable online footwear retailer — has developed a loyal following due to its vast product assortments, flexible shipping and return policies, and compelling branding strategies. But the goal isn’t to reduce this average. Results. Since its founding in 1999, Zappos has grown to 1,000 employees - and its website now carries over 1,000 name brands, over 150,000 styles, and nearly 3 million products in stock and ready for immediate shipment. Zappos uses call center technology to track average call time per agent.
Macy’s use of Cortexica’s findSimilar image recognition technology could help the retail attract a younger, up-and-coming generation of consumers that thrives on the use of imagery. It has well-established tactics around its website and the main networking sites such as Facebook and Twitter that help it achieve its goals and objectives. The move was successful, and by 2010, the company had grown so much that it needed to restructure itself into 10 different companies in order to maintain the same level of customer service that it had been delivering. Competitor Amazon acquired Zappos in 2009 in a move to expand the brand even further, but Zappos pledged to keep the same company culture and leadership. When other companies were using Facebook, Twitter, and YouTube for promotion, Zappos was using these social media platforms to gather comments from customers and employees and do “word-of-mouth” marketing.It isn’t just that Zappos was an early adopter of social media — it's how the company used social media from the beginning that helped the brand stand out.Customers tweet their delight about being Zappos buyers, and employees tweet or blog about their life at Zappos, inside and outside of the company. On the other hand, the customer focus was present at the business culture of Zappos from the beginning. This requires our team to be experienced, connected to the rest of the company, and empowered [to understand] both the business side of the brand, as well as the customer experience.”Smartphones and tablets have become key tools for today’s shoppers. They use the data from negative social media mentions to fine-tune their customer service procedures. Conversely, apps are an outlet for frequent customers.In the conference’s keynote speech, Alex Kirmse, Head of Mobile for Zappos, shared how the eTailer tackled smartphone and tablet commerce to optimize its reputation among first-time and frequent customers.Generally, consumers utilize smartphones as on-the-go utility tools to have a more streamlined and easy-to-operate experience, while tablets are used more in-depth at home, with apps that are more media rich and engaging. Presently notifications are released concurrently with Zappos’ daily emails, but the team is trialing time and message frequency to keep shoppers connected in real time.© 2020 Emerald X, LLC. Zappos executives welcome honest complaints. “Easter eggs are a really fun item for customers,” Kirmse said. At that time was brave considering an eCommerce not as a technology company – all did: Internet = technology - but as a services company, where the maximum value was not put it by software or code, but the quality of the relationship with the user and buyer. Zappos prefers to think of itself as a customer-service company that happens to sell shoes and handbags online. Zappos is testing and tweaking an array of strategies to keep customers in tune with app developments and new releases. Twitter Facebook LinkedIn Flipboard 0. Overall, app users have higher order value and are more loyal.”Kirmse explained that although Zappos invests heavily in app development, SEO and mobile web traffic are top tools for customer acquisition.
“Everything that makes our e-Commerce and mobile sites successful are integrated into our apps. The Zappos app for Android, iPad and iPhone provide shoppers with in-depth zoom capabilities, as well as interactive web features, including 360-degree photo rotation, which was a collaboration between the product management, image/photo team and warehouse personnel.Moreover, the eTailer plans to implement badges, which will be displayed on consumers’ mobile screens to signify when items are in their carts.
“In fact, SEO, organic search results and paid traffic make up a large percentage of how we acquire customers. LOTS of shoes and handbags.