wmia

Zappos exec: Get to know your customer

LAHAINA, HI --  Alex Genov, Head of Customer Research at Zappos, told Wood Industry Congress (WIC) attendees to do what it takes to understand customers as people and not as demographic statistics.  Genov said Zappos, the giant online shoe retailer that is owned by Amazon.com, empowers its customer service employees to do whatever is necessary to make customers happy. Zappos employees may make decisions on refunds and exchanges without input from management. His presentation was delivered during the Joint WMIA/WMMA Technology session of WIC on May 2.