| Description |
xiii, 302 pages : illustrations ; 22 cm |
| Bibliography |
Includes bibliographical references. |
| Contents |
Zappos? What is Zappos? -- It all comes back to culture -- Culture should be a verb -- Less effort, more customers -- The ticket to the big service dance : velocity, knowledge, recovery, and surprise -- Principle 3. Step into the personal : More than a wallet with legs -- Connections at all levels -- Zappos University -- Beyond shoes -- Play well -- R.O.L.F. -- Conclusion : Endings, beginnings, and you -- Sharing great calls -- Excerpts from Zappos culture books. |
| Summary |
Zappos. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives. The Zappos Experience takes you through--and beyond--the playful, off-beat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture: leadership methods that have earned the company $1 billion in annual gross sales during the last ten years--with almost no advertising. |
| Subject |
Zappos.com (Firm) -- Management.
|
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Customer services.
|
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Mail-order business -- Management.
|
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Electronic commerce -- Management.
|
|
Retail trade -- Management.
|
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Zappos.com (Firm) (OCoLC)fst01796607
|
|
Customer services. (OCoLC)fst00885545
|
|
Electronic commerce -- Management.
(OCoLC)fst00906916
|
|
Mail-order business -- Management.
(OCoLC)fst01006098
|
|
Management. (OCoLC)fst01007141
|
|
Retail trade -- Management.
(OCoLC)fst01096113
|
|
Zappos.com (Firm) -- Management.
|
|
Customer services.
|
|
Mail-order business -- Management.
|
|
Electronic commerce -- Management.
|
|
Retail trade -- Management.
|
| ISBN |
9780071749589 (hdbk. ; alk. paper) |
|
0071749586 (hdbk ; alk. paper) |
|
9780071752473 (e-book) |
|
0071752471 (e-book) |
|
