From the Vault: Zappos' Alex Genov on Cultivating Deeper Connections with Customers
Hello and welcome back to the RETHINK Retail Podcast. On today’s episode we are revisiting a discussion from the RETHINK Retail archives. Recorded in November 2019, Julia Hare sits down with Alexander Genov, head of customer experience research at Zappos. A pioneer in human-centric experience, Zappos differentiates itself through its top-tier customer service—a strategy that Genov says helps the brand create a lasting emotional connection with its customers, which in turn, results in customers who are extremely loyal to the brand. Now of course, a lot has changed since we recorded this…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.