Issue 89 - 04 | Does Your Customer Really Need You? Lessons from ZapposBy Joseph Michelli
Published Dec. 7, 2011 12:00 p.m.
Unlike other failed online vendors from the "dot gone" bust, Zappos invested in both the delivery infrastructure and the corporate culture necessary to produce customer evangelists. To help you appreciate how Zappos might serve as a provocative benchmark for your customer experience, let me give you a few highlights from the 5 principles outlined in The Zappos Experience”
About Joseph Michelli | Joseph A. Michelli, PhD, CSP, is an internationally sought-after speaker, organizational consultant, and New York Times number-one best-selling author. He is a globally recognized thought leader in customer experience design.www.josephmichelli.com.
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