The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

“We intuitively sort of knew what we didn’t like in customer service everywhere else: automated calling trees, slow response times, poor problem solving, etc. So we made sure there was as little friction as possible between the customer contacting us and actually getting their problem solved.”

Annual survey: Many organizations cultivate discussion about values and ground rules through an annual survey. At AES, for instance, a task force of volunteers devised a new set of questions every year and sent them out to the entire organization. Each unit had the obligation—it was one of the ground rules—to discuss the outcome of the survey, in w

best. It is not just WHAT or HOW you do things that matters; what matters more is that WHAT and HOW you do things is consistent with your WHY. Only then will your practices indeed be best. There is nothing inherently wrong with looking to others to learn what they do, the challenge is knowing what practices or advice to follow. Fortunately, there i

value comes from quality or features or some other easy-to-point-to element, but it doesn’t. Those are external factors and the feeling they get comes completely from inside them. When people can point to a company and clearly articulate what the company believes and use words unrelated to price, quality, service and features, that is proof the com