This link has been bookmarked by 10 people . It was first bookmarked on 26 Apr 2009, by Taisuke Yanase.
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Embrace transparency
…It’s gonna happen whether you like it or not!
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their goal is to connect with people who call and to meet their needs. This means that if someone calls for an item that Zappos does not carry, the customer service rep is encouraged to help the person find somewhere online that does carry it
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“Anyone can do what we do, but nobody can be who we are.”
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Joanna NiemamWe recently visited Zappos to better understand what they're doing that's working and why they have a brand that's so well respected. Here's what we found.
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we may not always remember what someone tells us, but we generally remember how
we felt when we were interacting with the person. And when people feel respected
and engaged, whether it is in-person with a co-worker or online on a social
network, they have a natural desire to tell other people about the experience.
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