Spotlight on Zappos

The first brand value at Zappos is to deliver WOW through service. As a footwear e-tailer known for their incredible customer service and 365-day return policy, Zappos has reassigned their talented customer service professionals to field questions for their COVID-19 designated “Ask Anything” hotline.

From streaming recommendations to the best fitness apps to tracking down baby formula, Zappos professionals are helping people get what they need, fielding requests without a Zappos purchase. In fact, this mindset is clearly stated on their website.

Our philosophy at Zappos is to WOW with service and experience, not with anything that relates directly to monetary compensation.

Zappos brand has been built on a foundation that places people over profits. Their commitment to building lifelong customers or “fans” is core to their brand purpose. Every employee, no matter the role, is trained in customer service.

 On a mission to spread happiness, Zappos’ philanthropic activities are as robust as their customer service. When customers receive the wrong shoes, Zappos encourages its customers to donate the shoes to charity. Through their Zappos For Good Program, employees ideate the charitable cause and partner with organizations across the country to deliver holiday meals, help rescued dogs find homes, outfit high schoolers for prom, among so many other acts of generosity. It’s no surprise Zappos continues to step in the right direction during the coronavirus pandemic and a quick trip to the Zappos “We’re In This Together” page outlines the ways customers can participate in their efforts to help others. Or, you can call the hotline.

When New York’s Mount Sinai Hospital needed to source oximeters, devices used to measure blood oxygen levels, they tweeted the hotline asking for help. Zappos sources and donated the devices to the hospital.  During a time that raises so many questions, it’s reassuring to know that Zappos is there, ready to respond.

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About Brand Acts of Kindness® 

Brand Acts of Kindness® is a series from Carpenter Group that spotlights companies across industries that are living their brand values in addressing the unprecedented challenges facing the world today.The series initially headlined companies assisting healthcare workers and first responders, as well as communities, businesses and families impacted by the COVID-19 pandemic. We also highlight brands taking the lead in supporting social and racial justice, LGBTQ rights, sustainability and the environment. Their stories show how innovation, resolve and action, built on a solid value proposition, can both strengthen a brand and help create a better world.

About Carpenter Group

Carpenter Group is an independent, woman-owned strategic branding, messaging and marketing communications firm that has delivered results-driven solutions to financial, professional services and technology firms for 30+ years.Our broad cross-discipline experience enables us to craft brand messaging and carry it through to the channels that most effectively connect with our clients’ target audience, from editorial content to advertising to event marketing and more.