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 episode in 2019, and as a result of the pandemic we are seeing many more brands adopt a human-centric approach to retailing, which is something Zappos has been doing for two decades. During their conversation, Julia and Alex explore Zappos’ exceptional customer service culture, the power of transparency and trust, and why it’s imperative that retailers get to know their customers at an individual level. Thanks for tuning in and we hope you enjoy this special episode from the RETHINK Retail vault.