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.