Zappos.com takes loyalty to a new level

(Author : Deena M. Amato-Mccoy)
Zappos.com has found a new way to “wow” its passionate shoppers.

In a strategic move to drive engagement, the online shoe retailer launched its first-ever loyalty program. Called Zappos Rewards, the progression-based program will allow customers to earn points toward future purchases, get free expedited shipping on all orders, and receive early access to exclusive products and sales.
The four-level benefits program enables Zappos.com shoppers to earn and redeem “Rewards Points” based upon tier status: silver, gold, platinum, or an invite-only elite tier. Shoppers earn 10 points per every $1 spent on a purchase; 50 points for logging into Zappos.com on any device, and 100 points by writing a review. Customers may redeem every 1,000 earned points for $1 in rewards codes.
Other benefits include free, expedited shipping at all tier levels; an exclusive customer service phone number; early access to exclusive products and sales; free UPS pickups for merchandise returns, and free returns beyond the 365-day return policy.
“As we designed the Zappos Rewards program, our goal was to take our customer service to the next level,” said Arun Rajan, COO of Zappos.com. “We leaned on one of our company purposes — ‘To Live and Deliver WOW’ — and we trust this program will truly wow our customers.”