Because to understand Zappos, and in particular Zappos’ celebrated customer service methodology, Tony isn’t the only place you can start. I’d argue, in fact, that the best way to understand Zappos and its approach to customer service is by studying the chalkboard on the wall of Zappos’ onsite contact center. Half an hour later, Tony himself points to the telephone as the differentiator of the Zappos customer experience. ****Next article, I’ll revisit Zappos to consider how its proudly-weird culture does, or doesn’t, fit into the customer service picture. Live Video–Micah Solomon Speaks on Customer ServiceMicah Solomon: Author, consultant, keynote speaker, thought leader on customer service, customer experience, corporate culture, innovation, hospitality.

Source: Forbes June 12, 2017 13:37 UTC