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How do you build a billion-dollar brand on customer experience alone?
The Customer Experience Lab
21 minutes
1 month ago
How do you build a billion-dollar brand on customer experience alone?
What if customer service wasn’t a cost centre, but the heartbeat of your business?That’s the bet Zappos made, and it built them into a billion-dollar brand.
In this episode, we explore how Zappos created a culture of WOW service that redefined customer experience worldwide.
We discuss:
Why Zappos answers calls in 20 seconds and never tracks call times
How a 10-hour customer call became company legend
Why every new hire is offered money to quit
The 10 core values that shape culture and service
Why Zappos believes relationships > transactions
With insights from Si's time with Zappos in Las Vegas, where he learned they doubled down on customer experience, and won big!
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LinkedIn: https://www.linkedin.com/in/si-elliott/
