What You Can Learn From Zappos About Creating Customer Loyalty

by Jeff Shore

Customer Loyalty

I recently gave a keynote at a conference where Jamie Naughton, Chief-of-Staff at Zappos, also spoke. Jamie delivered an amazing presentation about an amazing company.

If you are not familiar with the Zappos story, I strongly encourage you to check it out.

In a Q&A session after her presentation, Naughton addressed the merits of chasing the almighty profit with this quote:

“We don’t look for maximum customer dollars. We look for maximum customer loyalty.”

It’s a simple idea, really: aim for loyalty and the dollars will follow. It makes so much sense, and yet it is an ever elusive concept for so many companies.

What about your company? Perhaps you should consider the Zappos challenge for your next staff meeting or leadership retreat. Set aside the financial update that no one but the propeller heads understand anyway. Instead, use the time to tackle what might be your single most important objective: creating customer loyalty.

Build loyalty… and you can change the world.




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About the Author: Jeff Shore

Jeff Shore

Jeff Shore is the Founder and President of Shore Consulting, Inc. a company specializing in field-tested and proven consumer psychology-based sales training programs.

Jeff is a top-selling author, host of the popular sales podcast, The Buyer’s Mind, and an award-winning keynote speaker. He holds the prestigious Certified Speaking Professional designation from the National Speakers Association and is a member of the NSA’s exclusive Million Dollar Speaker’s Group.

With over 30 years of real-world, frontline experience, Jeff’s advanced sales strategies spring from extensive research into the psychology of buying and selling. He teaches salespeople how to climb inside the mind of their customers to sell the way their buyers want to buy. Using these modern, game-changing techniques, Jeff Shore’s clients generated over $30 billion in sales last year.