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Zappos lessons: Building a Customer-Focused Culture

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Tony Hsieh, CEO of Zappos, provides his 10 tips for building a customer service focused culture.

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Building a Customer-Focused Culture Tony Hsieh CEO
Zappos at a Glance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer service value proposition in actionā€¦ ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Word of mouth in actionā€¦ ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Power of Repeat Customers & Word of Mouth
What is customer service?
Customer Service: What Customers First See ,[object Object],[object Object],[object Object]
Customer Service: What Customers Experience ,[object Object],[object Object],[object Object]
Customer Service: What We Do Internally ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
10 TIPS for building a service-focused culture
TIP #1 Commit to customer service. Make it part of your mission. Itā€™s not just a departmentā€¦ Be true to your mission when making hard (or easy) decisions.
Zappos.com Mission ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TIP #2 Come up with committable core values. Do some soul searching. Donā€™t come up with core values just because they sound good.
Zappos Core Values ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TIP #3 Actively manage your culture based on your core values ā€¦ ā€¦ for every single department.
TIP #4 Make ā€œWOWā€ part of your companyā€™s everyday vocabulary.
TIP #5 Remember that customer service is an investment ā€¦ ā€¦ not an expense. Donā€™t hide your 1-800 number. Donā€™t measure call times.
TIP #6 Trust and empower your customer service team. Find people that are passionate about customer service.
TIP #7 Create a culture book.
TIP #8 Give great service to everyone: Customers Employees Vendors Investors
TIP #9 Make culture part of everyoneā€™s performance review.
TIP #10 Have the entire company celebrate great service. Tell stories.
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Zappos lessons: Building a Customer-Focused Culture

  • 1. Building a Customer-Focused Culture Tony Hsieh CEO
  • 2.
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  • 5. Power of Repeat Customers & Word of Mouth
  • 6. What is customer service?
  • 7.
  • 8.
  • 9.
  • 10. 10 TIPS for building a service-focused culture
  • 11. TIP #1 Commit to customer service. Make it part of your mission. Itā€™s not just a departmentā€¦ Be true to your mission when making hard (or easy) decisions.
  • 12.
  • 13. TIP #2 Come up with committable core values. Do some soul searching. Donā€™t come up with core values just because they sound good.
  • 14.
  • 15. TIP #3 Actively manage your culture based on your core values ā€¦ ā€¦ for every single department.
  • 16. TIP #4 Make ā€œWOWā€ part of your companyā€™s everyday vocabulary.
  • 17. TIP #5 Remember that customer service is an investment ā€¦ ā€¦ not an expense. Donā€™t hide your 1-800 number. Donā€™t measure call times.
  • 18. TIP #6 Trust and empower your customer service team. Find people that are passionate about customer service.
  • 19. TIP #7 Create a culture book.
  • 20. TIP #8 Give great service to everyone: Customers Employees Vendors Investors
  • 21. TIP #9 Make culture part of everyoneā€™s performance review.
  • 22. TIP #10 Have the entire company celebrate great service. Tell stories.
  • 23. Ā 
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  • 25.
  • 26. Ā