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The Zappos Experience: Why a Customer Service Culture Matters

Culture, Culture, Culture

Culture driven companies with strong values as a foundation are more likely to have happier and engaged employees. Building a high performance sales or service call center organization requires investing heavily in people, building better processes to measure their performance and bringing meritocracy and transparency are fundamentally valuable for agent morale and motivation in the long term.

Zappos has developed legendary service from the inside out. By first obsessing on 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.

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About the speaker:

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.

Some numbers

We know that the success of your business comes down to the spreadsheet, so let’s take a look at how a vibrant customer service culture affects the numbers. According to an article published in U.S. News and World Report in 2007, the average American business loses 82 percent of its customers due to issues involving customer service! A business case study published on the Times 100 showed that it costs the same to gain one new client as it does to keep five existing customers happy. Indeed, customer service matters in the bottom line.

Zappos Family Core Values

  1. Deliver WOW Through Service
  2. Embrace and Drive Change
  3. Create Fun and A Little Weirdness
  4. Be Adventurous, Creative, and Open-Minded
  5. Pursue Growth and Learning
  6. Build Open and Honest Relationships With Communication
  7. Build a Positive Team and Family Spirit
  8. Do More With Less
  9. Be Passionate and Determined
  10. Be Humble

A customer service culture is essential to ensuring your level of service maintains a consistent quality. Your service quality makes a difference in your customer base, corporate identity and your bottom line.

Hey, Don’t bookmark it under some “things to talk about at our next strategy meeting” folder, it’s way more important than that.


Oscar Giraldo Oscar Giraldo

Founder & CEO of PlayVox Service Quality Cloud - Entrepreneur on a mission to help you deliver Perfect Customer Interactions.

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