What Is WOW, and How Does Zappos Deliver It to Its

question 142

Multiple Choice

What is WOW, and how does Zappos deliver it to its customers?

• A)WOW is a sense of toughness and satisfaction that is gained primarily through low prices.
• B)WOW is a sense of delight and satisfaction that is gained primarily through excellent service.
• C)WOW is a sense of astonishment that is gained primarily through selling shoes that no other company has.
• D)WOW is a sense of wonder that is gained primarily through a sense of corporate spirituality.

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Definitions:

Customer Complaint

A formal expression of dissatisfaction made by a customer regarding a product or service.

Opportunity

A set of circumstances that makes it possible to do something or for something to happen.

External Customers

Individuals or entities that purchase goods or services from a business but are not part of the organization.

Internal Counterparts

The elements within an individual or system that correspond to or are analogous with external or opposing elements.