Develop Strategic Plan

Background Information

Zappos.com, founded in 1999,is an American online shoe and clothing retailer based inLas Vegas,Nevada, United States.

The company hit $1 billion in sales in its first 10 years of existence, and now produces in excess of$2 billion in revenues annually.

75% of Zappos purchasescome from returning customers.

Call center employees endure 4 full weeks of training on how to make customers happy before they actually start handling calls.

Zappos has a program which offers all trainees $2,000 to quit at the end of the first week of training - an offer that stands until the end of the fourth week. Zappos only wants people who really want to work for the company.

Task 1

Provide two examples of the customer service strategic plans that Zappos developed.

Please briefly describe each of the example. Discuss whether each strategy is successful. If it is successful, why.

Task 2

1. Consider your own experience, why do you think the customer feedback is important?

2. If you are the marketing staff, do you have any feedback analysis method to introduce to your manager?

Task 3

If you are working for a business or you previously worked for a business, can you please help the business design a customer feedback report. Please introduce your business first and explain why your design is applicable for them.

Task 4

1. Briefly describe the four steps of monitoring the product and/or service performance.

2. Please give at least three examples of the tools or measures that organisation can use to monitor product and/or service performance.

Task 5

1. Please list at least two possible ways to improve current customer service.

2. Briefly explain at least two useful tips for improving customer service strategies.