Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company.
Sentiment: POSITIVE
Every time a consumer walks into a retail store, experiences the Nokia experience for the first time and purchases that product. Those are the moments where you say, 'We've hit it. We've nailed it.'
Our products weren't getting some of the excitement they deserved because you were waiting on hold on the phone, or we missed an appointment.
There are a lot of people who touch the customer.
We will make our products work out of the box.
It's not like I have boxes of scripts arriving at my door.
It's really important we stay in touch with our customers and try to, over time, have more packages and flexibility than perhaps we have historically offered. And that's part of that tension that is healthy that is going on in the marketplace.
I don't like to feel like I'm some fragile package that has to be shipped by high-priority mail and handled with white gloves.
Customers don't just want to shop: they want to feel that the brand understands them.
If you make the customer a promise... make sure you deliver it.
We're not handling things anymore before they arrive on our doorstep. I like to feel how thin porcelain can be, run my hand over a textile, see if I want to sit in a chair.