The Zappos Experience (5 Principles to Inspire, Engage, and WOW) - Joseph A. Michelli

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 itand how you can do it in your industry. The Zappos Experience takes you throughand beyondthe 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 yearswith almost no advertising. Michelli breaks the approach down into five key elements:Serve a Perfect Fitcreate bedrock company valuesMake it Effortlessly Swiftdeliver a customer experience with ease Step into the Personalconnect with customers authenticallySTRETCHgrow people and productsPlay to Winplay hard, work harder