Tag: Zappos

What Would Happen If United and Zappos Combined Their Service Operations?

What Would Happen If United and Zappos Combined Their Service Operations?

As a thought leader in the area of customer service and retention, that topic is always front and center in our home.  People send me interesting articles and I, too, am always on the lookout for customer service stories – both positive and negative.  My daughter-in-law thought I would be interested in a piece from …Continue Reading

Zappos – Is It Not the Perfect World?

Zappos – Is It Not the Perfect World?

In an article in The Wall Street Journal, 14 percent of Zappos’ employees have resigned after the company implemented a new management structure called Holacracy. This is an interesting statistic. Everyone knows Zappos pays new hires to leave. They only want people to stay and provide service to their customers if they really believe in …Continue Reading

Customer Service: The New Frontier

Filed in Blog, Customer Service by on February 29, 2012 0 Comments
Customer Service: The New Frontier

As someone who understands the importance and champions the cause of customer service excellence, I am truly amazed that this valuable function is frequently buried deeply within an organization. The department that deals with the company’s most important asset, the customer, rarely has a “seat at the table” or a sufficient voice within the ranks …Continue Reading