Inside the Zappos Contact Center

On Wednesday, March 23, 2011, I will be speaking at the Contact Center Expo in Nashville. I’m very excited about my presentation because I will be giving an in-depth profile of a company that I personally love; a company literally famous for customer service: Zappos. I have studied the Zappos service culture and contact center for more than two years and I’ve isolated the 5 keys that have made Zappos one of the most envied service companies in the world.   

  • Key 1: Live and Deliver WOW


  • Key 2: Focus on the Customer Experience as the #1 Priority


  • Key 3: Make Emotional Connections with Customers


  • Key 4: Treat Employees Very Well


  • Key 5: Surprise and Delight    


For the reference of my attendees and for sharing with my readers, I am posting the slides from my “Inside the Zappos Contact Center.” Learn. Enjoy. Share.

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Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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