Zappos is known for its operations smarts and customer-friendly orientation. But this delightful addition to the return confirmation email I received from Zappos this morning was a real surprise—That trip over the river and through the woods to grandmother’s house went smoothly.
Here’s what I love about it:
- Transforms a transactional communication from mundane to meaningful, so Zappos is far more likely to be remembered and returned to for a future purchase
- Zappos emails on returns, purchases and marketing millions (billions?) times daily. That’s a lot of relationship nurturing power, at little cost (time, effort or dollars)
- Consider the possibilities for making your donation thank you or program registration emails more meaningful and memorable.