The Zappos Experience: Creating a Customer Service Culture

With Joseph A. Michelli, Ph. D.

Zappos customer service is the envy of any company looking to brand itself as one that promotes great support as one of its core values. First, Zappos culture (which cares about more than just shoes) obsesses about the employee experience and then focusing on all touch points related to engagement, and evangelism. Zappos customer service has developed a reputation as a company of choice and a loyalty champion.

How can any company provide the same level of support people expect when in a store? It’s a tough job, but with enough work, from spending the time to train every employee (from product to sales), to convincing leadership that being a support-driven brand should be one of your core values, it’s possible to deliver something on par with Zappos customer service. Using Zappos culture as a model, it’s possible to work towards building a company that creates great experiences each and every time.

Watch this on-demand webinar to learn how you could elevate your service culture and success if you took a few minutes to benchmark The Zappos Experience.

Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author of the book, The Starbucks Experience, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.