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Zappos does it differently. Clearly successful: are there lessons for government?

  • Phone numbers everywhere: you want to interact with your customer
  • Accept and deal with calls on anything (even pizza delivery)
  • Suggest competitors if you can’t fulfil a requirement
  • Don’t market: put the money into customer service
  • Surprise upgrade repeat customers / reward loyalty

As government tries to minimise costs of contact, I wonder if there is any traction in being more flexible for citizens, rather than more automated?