Game Changers Spotlight: The Secret to Zappos’ Success

Ryo Zsun

A builder can learn a lot from the Zappos model. Since bursting upon the e-commerce scene in 1999, Zappos has made themselves a household name—not just for being an “online store,” but for also delivering the best possible service experience for their customers.

“Now, 19 years later, we are still manically obsessed with making sure our customers are happy and proud to do business with us,” writes the Zappos website.

Like Zappos, great customer service is becoming the differentiator for builders. In a world where an emphasis on customer service is often pushed to the sideline, it can be your competitive advantage—to win over the hearts, minds and ultimately the sales of your potential customers.

Because customer service can easily be a make or break issue, it is precisely why it’s been chosen as a Game Changers session offered at the 2019 NAHB International Builders’ Show™ (IBS). Here’s what you can expect!

The Secret to Zappos’ Success: Customers Above All Else

Featuring Ryo Zsun of Zappos Insights

Zappos is widely recognized as the gold standard for service and satisfaction, earning them unmatched customer loyalty and a tremendous competitive edge.

How do they do it? And equally important, what lessons can you apply to your company at a time when service is so critical to home building success?

This powerful Game Changers session gives you the inside scoop. Since day one, Ryo has been an advocate and example of how core values can lead to a strong company culture and an even better customer service experience. Ryo will share some key stories and examples about creating a “WOW” experience for your customers and how these experiences build customer loyalty.

This session will take place on Tuesday, February 19 from 3:30 – 4:30 PM at the Las Vegas Convention Center. Game Changers sessions are open to all attendees with a Full Registration or 1-Day Education valid for the day of the session. Learn more.

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