Issue 89 - 04 | Does Your Customer Really Need You? Lessons from Zappos

By Joseph Michelli
Published Dec. 7, 2011 12:00 p.m.
“For those of you not familiar with Zappos, the company is an online retailer who defied the odds and built an Internet empire, initially as a virtual shoe store and now expanding its inventory well beyond shoes alone. Zappos has always charged top dollar for its products and has succeeded primarily because the leadership innovated an experience that consistently exceeds the expectations of customers, vendors, and people who simply encounter the brand. …

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.

View 1 other manifesto by this author

Related Books

Delivering World-Class Customer Experience the Mercedes-Benz Way
Hardcover  (9780071806305) 
Published 12/2015  by McGraw-Hill Education 
Price: $16.20
5 Principles for Connecting with Your Customers, Your Products and Your People
Hardcover  (9780071801256) 
Published 09/2013  by McGraw-Hill Education 
Price: $16.20 to $21.60
5 Principles for Turning Ordinary Into Extraordinary
Hardcover  (9780071477840) 
Published 10/2006  by McGraw-Hill Education 
Price: $14.97 to $19.96
5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Hardcover  (9780071548335) 
Published 07/2008  by McGraw-Hill Education 
Price: $16.80 to $22.40
5 Principles to Inspire, Engage, and Wow
Hardcover  (9780071749589) 
Published 09/2011  by McGraw-Hill Education 
Price: $16.80 to $22.40
Lessons for Creating a Vital and Energized Workplace from the World Famous Pike Place Fish Market
eBook  (9781401381448) 
Published 08/2004  by Hachette Books 
Price: $12.99
Search manifestos:

Recent Popular Manifestos

View all