Zappos is about the very best customer service and that starts with hiring the very best people. Watch this interview as Zappos CEO, Tony Hsieh talks about the Zappos Customer Service Culture.
A few years ago one of my clients sent me a copy of an email she’d received from JCPenney Portrait Studio. My client, Angela, had taken her 2-month old daughter to the studio to have […]
Explaining Why/How a Problem Happened Helps Companies Regain Goodwill and Rebuild Trust A vital, but often overlooked element of customer recovery is to provide an explanation for how or why the problem happened. Taking the […]
Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral. Are you 100% […]
What does a man in the desert need most? In my onsite classroom customer service training sessions, I ask my participants to imagine they’ve come across a man stranded in the desert. “What do […]
Last summer I ordered a pair of running shoes from Zappos.com. Shipping is always on the house at Zappos when you go with standard shipping. That’s a big WOW for me and it’s one of […]
Seven years ago I had a new oven delivered to my home. The Sears deliveryman quickly pointed out that there was a small dent on the right side of the oven. The dent did not affect […]