Culture February 7th, 2020

Connecting With Customers Using PEC


Personal. Emotional. Connection.

In this Zappos Stories video, we’re talking about PEC — which is as much a part of Zappos as free next-day shipping and 365-day returns.

There’s something utterly charming about receiving a handwritten note in the age of emails, texts, and DMs. Taking the time to craft a letter shows the receiver that you care and that they’re appreciated or loved. And Katie Barlow, part of our Customer Loyalty Team loves handwritten letters. Katie says, “I’m a weirdo because I write a lot of letters. That’s probably why I write them here at Zappos.”

National Handwriting Day is January 23, which is also John Hancock’s birthday. He’s the first person to sign the Declaration of Independence, largely and proudly. So what better way to honor the American statesman and celebrate the day than by writing a letter and signing your name to someone you love. Or someone you work with. Or someone you happened to establish a connection with after talking to them on the phone.

After finishing one card, could you keep it going? Make it a habit to write notes regularly. Your handwriting will improve, your connections will strengthen, and who knows — you may encourage someone else to start their own personal, emotional connection.


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