Summary: The Zappos Experience By Joseph Michelli
PRINCIPLE #1 Serve a Perfect Fit Keeping together is progress. Working together is success. —HENRY FORD Let’s assume you have a job opening. Your final …
PRINCIPLE #1 Serve a Perfect Fit Keeping together is progress. Working together is success. —HENRY FORD Let’s assume you have a job opening. Your final …
#1 Great customer experiences strongly reflect the customer’s identity Our beliefs and values play a decisive role in our behavior as customers. Those experiences that …
Women are one of the world’s biggest growth markets, and meeting their needs as customers is key to succeeding in the modern economy. Women have …
All mature companies routinely perform a set of sound, standard practices that result in a high-quality outcome. That’s just as true for the accounting firm …
Disney’s Approach to Quality Service Compass Point 1: Guestology Guestology is what Disney calls the art and science of knowing and understanding customers. It …
You Can’t Be Good At Everything To achieve service excellence, you must underperform in strategic ways. This means delivering on the service dimensions your customers …
Satisfied customers are not loyal customers In today’s competitive landscape, satisfied customers are rarely enough. Satisfied customers rarely drive loyalty. It’s the total customer experience, …
The new battleground for customer loyalty Delighting customers in the service channel doesn’t always pay. Customers whose expectations are exceeded are only marginally more loyal …
Picture your mom. Picture her life. Picture her face. As you serve your customers and affect their lives, picture how does that have an impact …
Guiding Principle #1 Customer experience mindset What you can learn from Sephora’s customer experience mindset: Think of your company more like a lab than a …