In-Depth Look at Zappos.com's WOM Finesse
In a recent ClickZ column, WOMMA Board member Pete Blackshaw took a close look at how Zappos.com is using its amazing brand of customer service to create the kind of customer loyalty and repeat purchasing patterns that legends are made of. According to Blackshaw, 75% of the company's sales come from return customers, and those customers are coming back based in large part on the company's phenomenal customer service model, as well as because of its unique corporate culture.