| Category: Customer Relationship Management (CRM)
| Published: July 2012
In zooming to success as a one billion USD business, Zappos has shown what the best service companies can do to engage their employees and their customers.
In this brief white paper, Joseph Michelli, author of The Zappos Experience, offers a thought-provoking assessment of the Zappos' service model.
Download this short assessment to consider:
•Why service excellence should not be your goal
•How "customer effort" in resolving a problem affects satisfaction
•The distinction between caring for and caring about your customer
Rating: + 3
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