The Zappos Experience: Creating a Customer Service Culture

With Joseph A. Michelli, Ph. D.

It's been said that there is a fine line between "cult" and "culture." Contrary to most approaches, the Zappos customer service model is legendary from the inside out. First, Zappos culture (which is primarily a customer service culture) obsesses about the employee experience and then focusing on all touch points related to customer ease, engagement, and evangelism, Zappos has developed a reputation as an employer of choice and a customer loyalty champion. 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, 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.