Air Baltic Versus Zappos – Delivering Happiness

The BLOG post where I have shared how AirBALTIC mistreated me ( AIR BALTIC NYET!!! and DONT FLY AIR BALTIC UNLESS and THANK YOU TWITTER )was one of my most read posts.

People still read this post untill today as it appears on google search…under Air Baltic customer complaints!

On June 22, 2010 5:23:30 PM GMT+02:00 Air Baltic contacted me and asked me to send them the details of my flight “so that they can fix the damage…”

On July the 15th, Air Baltic twitted me with this NEW MESSAGE (see bellow…)

It is now over one month after the case and there is NO  SOLUTION and the way it looks, there isn’t also going to be any solution EVER.  The taste that AIR BALTIC left me with is – unhappiness!!!

Zappos on the other hand made “delivering happiness” (to customers, suppliers and employees) it’s main strategy and company’s culture!!!

Making people happy as the Zappos’s business strategy made Zappos become one of the best places to work for and this simple yet most powerful strategy made Amazon acquire Zappos for over 1.2 Billon Dollars (after just 10 years in business).

The taste that Zappos customers are left with is – happiness!!!

As Tony Hsieh (pronounced Shay) Zappos CEO says “Customer service is a Zappos’s business strategy and not a business department…”

Happy customers love/are happy to share their happy experiences with friends and colleges whereas UNHAPPY customers remember/are happy to warn everyone from becoming unhappy…In both cases- happiness and “being happy about” is what motivates people to talk about you. You can decide and take action to make customers happy ( as Zappos does)…otherwise, you take the responsibility of people sharing their unhappiness about you…(as Air baltic does).

I just finishes reading “Delivering Happiness”, I love it and recommend it to everyone who wants to succeed while building a business that delivers true happiness.

Customer service and customers happiness should be your business culture!!!