Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

Zappos

No description
by

Jose Velasquez

on 12 March 2015

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Zappos

2
0
0
1

Sencillez en la compra
95 % de las ventas se hacen por la web
Diariamente se suben 16 mil fotos y 4200 videos al mes
Exactitud de entrega
Innovación en la gestión del inventario
Seis puntos de control
Política de envíos y retornos
Servicio de envío gratis
Devoluciones gratis
Reembolso del dinero
Escuchemos la experiencia de un cliente Zappos Venezolano
La rapidez
Información correcta
Correcciones del servicio
La Sorpresa
Métricas de servicio de Zappos
Nivel de servicio personal
Customer Service Isn't Just A Department!
1
9
9
9

BIBLIOGRAFÍA
http://www.zappos.com/

http://www.zapposinsights.com/culture-book

http://www.netpromoter.com/blogs/jeanne_bliss/2010/09/10/how-zappos-does-nps

http://www.taskus.com/zappos-masters-customer-care-metrics/

http://www.steamfeed.com/using-net-promoter-score-employee-engagement-review/

http://www.customerguru.in/uncategorized/6-changes-to-improve-customer-experience/

http://www.radicalcustomerexperience.es

https://www.youtube.com/watch?v=4gHlEBU_NSg

@zappos
Conexión emocional personal
NPS / ENPS
Elementos en la experiencia Zappos
Full transcript