Customer Experience Design: The Zappos Experience

In a few short years, Zappos has become known as one of the bellwether brands of customer service. I could write a whole book on how Zappos has risen to such great customer service heights (and others have); however, I want to take a look at one little slice of the Zappos experience: the customer experience created by the almost flawless user experience design of Zappos.com.

To walk you through this topic, we have created a SlideShare that takes you through various screenshots and demonstrates how the Zappos user experience is designed around what its customers want.

And spoiler alert: Most social media “gurus” won’t like how Zappos treats social media (but the smart ones will!)

Click below to begin the SlideShare, and then let us what you think.



By Adam Toporek. Adam Toporek is the author of Be Your Customer’s Hero: Real-World Tips & Techniques for the Service Front Lines, as well as the founder of the popular Customers That Stick(TM) blog and co-host of the Crack the Customer Code podcast. Adam is the founder of CTS Service Solutions, a consultancy specializing in high-energy customer service workshops that teach organizations and frontline teams how to deliver Hero-Class(TM) customer service.

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7 replies
  1. extremelyavg
    extremelyavg says:

    I read this post and found it interesting for one reason, I’ve heard of Zappos and I’ve never paid close enough attention to know what they do. It made it hard for me to fully grasp the point of the post, so I’ve decided to go and see what they are all about.
    extremelyavg recently posted..Touched: Ch 16My Profile


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  1. […] Customer Experience Design: The Zappos Experience – Like everyone else, we’re impressed with Zappos for their returns process, quick and free shipping, and their overall approach to their customers. What we wanted to discuss in this post and Slideshare was how well they have designed the online experience and what an impact that has on their customer service. […]

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