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Really sad , I remember when I was setting up Myntra (Indian zappos) customer experience department, Tony and his book were a huge influence and everything that
by adi2907 6y ago
Really sad , I remember when I was setting up Myntra (Indian zappos) customer experience department, Tony and his book were a huge influence and everything that we did was measured up with the zappos way of customer experience. We were one of the few large companies having in house call centre with a five day week and training period of one month to all customer cate executives, plus a mandatory call listening session once a quarter for all senior leadership.
There are still some question marks on the ROI of trying to ensure customer delight especially via call center since discounts are such a huge factor in buying shoes and clothes online that even an NPS of 60 will not help if you don’t price lower especially for the value conscious Indian buyer however he definitely brought a new dimension of thinking for a lot of customer care folks
- skrebbel 6y ago> There are still some question marks on the ROI How did you solve this in practice?
- adi2907 6y agoHonestly haven't seen a clear answer till now. We had tried multiple ways to link high satisfaction scores with purchase behavior - correlation/regression of NPS with frequency/value of purchase. At least in myntra case, the detractors turned out to be much more valuable than the entire universe, we put it down to customers who love us enough to hate us!
- adi2907 6y agoHere's a post on how he influenced companies halfway across the globe https://helloworld-adi.medium.com/delivering-happiness-an-evangelist-of-customer-delight-has-died-cede047167b4 https://helloworld-adi.medium.com/delivering-happiness-an-ev...
- malshe 6y agoI don’t find it surprising given that NPS is a terrible metric. Check out this article: https://journals.sagepub.com/doi/abs/10.1509/jmkg.71.3.039 https://journals.sagepub.com/doi/abs/10.1509/jmkg.71.3.039