Since the day eBrand Interactive began its partnership with Zappos, and took over management of a particular marketing campaign, eBrand Interactive has dramatically increased that company’s revenue, while significantly enhancing their return on ad spend.
The work my eBrand Interactive team has done is the stuff that case studies are made of. I’d like to go into details but given the nature of our competition, I’m hesitant to reveal too much, but let me say this; eBrand Interactive uses industry-leading, next generation technologies, and expert accounts managers, to do what our “celebrity” competitors can’t; hit the ball out of the park, time and again, for advertiser after advertiser.
Right now, though, I’d like to take a moment to express my admiration for the company. Later in this article is a case study regarding a successfull type of e-mail re-marketing that Zappos developed.
Early on in our discussions it was made clear that providing platinum level customer service and a wide ranging selection was of utmost importance to the company. We’ve often heard companies espouse this but I can tell you, from the way that we’ve been treated, that Zappos walks the talk. One can tell how a much a company values its brand by the way it treats its vendors.
Zappos has treated us wonderfully. Every person we’ve dealt with, and the team we currently work with, has been and is a delight. Zappos delivers a positive experience whether one is a customer or a vendor. That compelling experience creates brand loyalty: customers come back and vendors work harder. Zappos represents what I hoped e-commerce would become when I first began my career in online marketing back 2002.
However, too many companies have lost sight of the fact that those numbers, names and e-mail addresses belong to real people with hopes, dreams, and fears. Zappos hasn’t lost sight of that.
Zappos invests in its people, processes, technologies and products. The end result is a level of efficiency that drives revenue gains while simultaneously cutting unnecessary costs. They manage expectations, and they keep their commitments. That means fewer products are returned, good will is created, rand customers return again, and again. Zappos generates the type of viral marketing that has been used for eons, and is still the best: positive work of mouth.
Kudos to Zappos…I can’t tell you how proud my team and I are to be participants in, and causative agents for, their continued success. Our companies, and our core values, synch perfectly.
Maybe that’s why they chose us when they had a host of vendors to choose from.
A person can make a series of reasonably sound assumptions by the way a company treats it vendors. Savvy Senior Managers understand that the value they place on their vendors, customers and employees is directly proportionate to the value they place on their brand. Good relationships will always add to the brands equity.
Unfortunately, over the past 5-6 years, many managers, and merchants, have seemingly forgotten the importance of, and the investment needed, to build a brand. Most of the people I’ve met over the years have been driven by a direct return on investment now mentality. Too few were forward thinkers. These people wanted X number of dollars back for every dollar invested and many times, considering the gross margins they made, one could only arrive at the conclusion that they thought of their businesses the same way they’re customers thought of their homes; as ATM’s. I often wondered where the revenue was going. As far as I could tell it wasn’t going into creating a platinum level, end-user experience.
I think the companies that will thrive during this economic transition have been companies that have always had a coherent, cogent vision for the company’s present and future. In addition, management takes care of their employees; they create a positive environment and treat their people like a valuable resource. As a result, the return they see on the the investment they’ve made in their human resources typically exceeds the usual. These employees aren’t just showing up for work to trudge through another day.