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The Zappos Experience with Joseph Michelli
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The Zappos Experience with Joseph Michelli

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What is it about Zappos that makes their customers so delighted? ...

What is it about Zappos that makes their customers so delighted?

Author Joseph Michelli was granted full access to employees across the organisation and writes about the big Wow. “Wow and caring are celebrated at Zappos, whether they are delivered to customers or to members of the internal Zappos family,” he writes. “The more that wow and caring are seen and acknowledged, the more joy will be experienced by all stakeholders.”

Joseph Michelli, author of THE ZAPPOS EXPERIENCE: 5 Principles to Inspire, Engage, and WOW joined us on 19 April to distill the five primary leadership principles and core values that enhance the customer experience, increase employee engagement, and drive innovation.

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The Zappos Experience with Joseph Michelli The Zappos Experience with Joseph Michelli Presentation Transcript

  • brought to you by: and the 5 Principles to INSPIRE, ENGAGE and WOW
  • Suzi DafnisAustralian Businesswomen’s Network
  • Q&A
  • TWITTER#bookedFollow along: @suzidafnisFollow Joseph: @josephmichelli
  • Sponsored by: Powered by: Sponsored by:Online Meetings, Webinars & Training Made Easy For a free trial and to learn more visit or phone Australia: 1800 451 485 New Zealand: 0800 42 4874 Visit: www.gotomeeting.com.au Follow our blog workshifting.com
  • Author, The Zappos Experience
  • Serve a Perfect Fit
  • Zappos Values1. Deliver WOW Through Service2. Embrace and Drive Change3. Create Fun and A Little Weirdness4. Be Adventurous, Creative, and Open-Minded5. Pursue Growth and Learning6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit8. Do More With Less9. Be Passionate and Determined10. Be Humble
  • Make itEffortlessly Swift
  • Getting it Right• Products accurately described• Pricing correct at all parts of checkout• Delivery within time frame promised• When opened, matches what was ordered• Meets customers’ intended use
  • Service Velocity
  • Personal Emotional Connections
  • Step into the Personal
  • Everyone is a Customer
  • STRETCH
  • Leading a Social Revolution
  • Play to Win
  • Taking it the Extra Mile
  • Q&AUse the Question Pane to Ask Your Questions
  • Joseph Michelli
  • Next Month:
  • Sponsored by: Powered by: Sponsored by:Online Meetings, Webinars & Training Made Easy For a free trial and to learn more visit or phone Australia: 1800 451 485 New Zealand: 0800 42 4874 Visit: www.gotomeeting.com.au Follow our blog workshifting.com
  • Joseph Michelli The Michelli Experience @josephmichelliwww.joseph michelli.com www.zappified.com
  • www.abn.org.au