RF2 | The Secret Sauce Behind Zappos’ Killer Customer Service

Zappos Labs - Zappos Labs - Refashion Podcast
Will Young of Zappos Labs Shares the Secret Sauce Behind Killer Customer Experience on the Refashion Podcast

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As the Director of Zappos Labs, Will Young currently leads the San Francisco team, goaled with developing partnerships and building great products through experimentation, incubation, and off-roadmap projects. Will’s innovative and practical solutions fuel his passion for technology and interest in solving business problems.

Will is also a Partner with the VegasTechFund, a seed stage investment fund started by Zappos CEO Tony Hseih, focused on empowering amazing founders and startups passionate about building community in downtown Las Vegas.

What is Zappos Labs: R&D for Zappos really focused on leading retail trends. Big question: How to take Zappos’ customer service to the next level.

Podcast deep dive:

  • Zappos Retail Experiments
  • Next Gen Customer Service
  • Customer Service on a Budget
  • How can Fashion Tech startups stand out to investors
  • Interesting Goodies:

  • Back in the day, instead of spending big budgets on fancy pants marketing, Zappos poured money into their call center.
  • Tony read every customer email until they were a $1 Billion company
  • Zappos was one of first brands to use Twitter for customer service.
  • Will loves cashmere. Shout out to Combat Gent!
  • Will’s fantasy world has a Zappos popup shop! What?
  • Don’t be creepy and add Will on Facebook. Whoops.
  • The Zappos Secret Sauce

  • Surprise & Delight.
  • Less is more
  • Learn everything about your business. Even the unsexy
  • Service throughout the entire cycle
  • Now it’s your turn to look, what do you now see possible for business after listening to our conversation with Will?

    Don’t forget to subscribe to the Refashion Podcast on iTunes and leave us a review to let us know how we’re doing! Remember, we always have your back.

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