Tag: Zappos Customer Experience

“Wow” Works for Zappos, But It Won’t Work For You – Here’s Why

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A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Now, I love what Zappos has done. I have delivered many a keynote and webinar on the Zappos culture. Zappos is the best at the customer experience, bar none. So understand me when I say this: I respect Zappos. But the Zappos culture will not work for anybody but Zappos.

What I Learned From the Zappos Contact Center

You may already know that I love to benchmark best in class companies and then share ideas with my clients. You may also know that one of my favorite companies to study (and shop) is […]

My Keynote at the 2012 Contact Center Association Conference

For Zappos it’s all about delivering WOW. This presentation delivers powerful insights into the unique ways Zappos approaches screening and hiring, quality monitoring, social customer service, and making emotional connections with customers – all with […]

Videos from My Zappos Presentation to ICCA

Yesterday I presented “Inside the Zappos Contact Center” for one of my favorite clients, International Contact Center Association (ICCA). I crafted and presented my session with these goals: To inspire organizations to make customer service their […]