The Zappos Experience: 5 Principles to inspire, Engage, and WOW
- 4h 30m
- Joseph A. Michelli
- McGraw-Hill
- 2012
ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives.
Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry.
The Zappos Experience takes you through—and beyond—the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-today basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years—with almost no advertising. Michelli breaks the approach down into five key elements:
- Serve a Perfect Fit—create bedrock company values
- Make it Effortlessly Swift—deliver a customer experience with ease
- Step into the Personal—connect with customers authentically
- S T R E T C H—grow people and products
- Play to Win—play hard, work harder
When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders.
Now that strategy is yours.
With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.
About the Author
Joseph A. Michelli, Ph.D., is the bestselling author of Prescription for Excellence and The Starbucks Experience. He is an internationally sought after speaker and organizational consultant who has been featured on The Glenn Beck Show and CNBC’s On the Money.
In this Book
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Zappos? What is Zappos?
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It all Comes Back to Culture
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Culture Should be a Verb
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Less Effort, More Customers
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The Ticket to the Big Service Dance: Velocity, Knowledge, Recovery, and Surprise
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More than a Wallet with Legs
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Connections at all Levels
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Zappos University
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Beyond Shoes
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Play Well
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R.O.F.L.
