The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

Language: English

Pages: 320

ISBN: 0071749586

Format: PDF / Kindle (mobi) / ePub


Make every day a WOW day for your customers, your staff―and your bottom line!

“In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic.”
―Eric Ryan, method cofounder and person against dirty

“If you’re looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you’ve hit the mother lode.”
―Guy Kawasaki, former chief evangelist of Apple and author of Enchantment: The Art of Changing Hearts, Minds, and Actions

“This book provides a roadmap to a successful business by taking inspiration and examples from one of the most innovative, progressive companies of our time. Don’t just read it; use it.”
―Tony Hawk, professional skateboarder and author of HAWK ―Occupation: Skateboarder and How Did I Get Here? The Ascent of an Unlikely CEO

“Thanks to Joseph Michelli, you can learn exactly how Zappos hit it big and how you can too. By using the five principles Joseph has distilled, you can supercharge your efforts and start down the path to legendary success.”
―Mark Sanborn, President, Sanborn & Associates, Inc., and author of The Fred Factor and You Don’t Need a Title to Be a Leader

“Often, business owners look at media darlings like Zappos with their mouths agape, full of awe but unable to take action. For those eager to do more than watch, Joseph Michelli deconstructs the Zappos story and makes it attainable.”
―Seth Godin, author of Poke the Box

About the Book:

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.

Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it―and how you can do it in your industry.

The Zappos Experience takes you through―and beyond―the playful, offbeat 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-today 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. Michelli breaks the approach down into five key elements:

  • Serve a Perfect Fit―create bedrock company values
  • Make it Effortlessly Swift―deliver a customer experience with ease
  • Step into the Personal―connect with customers authentically
  • S T R E T C H―grow people and products
  • Play to Win―play hard, work harder

When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders.

Now that strategy is yours.

With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.

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behavior patterns. While user experience tools are particularly refined, every business in both the online and the brick-and-mortar world should strive to understand where customers encounter resistance when they are trying to get their stated and unstated needs met. As the Zappos user experience team demonstrates, aggregate and individualized data paint a picture of the customer journey from which quality improvement inferences can be drawn. Improvements based on those inferences must then be

with their customers. For example, I define The Ritz-Carlton’s Way We Serve Statement as “creating the home of a loving parent,” Pike Place Fish Market’s as “treating customers like the customers are world famous,” and Starbucks as “producing the living room of the community.” In each instance, staff members are guided in the direction of a desired emotional outcome on the part of customers. Do you have a Way We Serve Statement for your business? If not, you can access a complimentary tool to

representative sample of class offerings clearly depicts the multiple levels of core classes provided at Zappos, as well as the diversity of the curriculum. Whether it’s culture enrichment, basic business education, or increasing personal engagement, the Zappos core curriculum reflects content that has broad value to all Zapponians and that affords general skill development needed across all departments. Mark Sanborn, author of The Fred Factor, a book used in the Zappos Core Level 2 course “Fred

camera at the box provided here and head directly to the site. WHAT IS THE ZAPPOS EXPERIENCE? There is no shortage of opinions from both inside and outside Zappos as to what constitutes the Zappos Experience. For our purposes, I will offer just a few voices of Zapponians on the Zappos Experience. CEO Tony Hsieh shares, “If you want to know the Zappos Experience, look to our 10 core values.” Former COO and CFO Alfred Lin comments that the Zappos Experience is “about getting the culture right so

Matthew Dixon, Karen Freeman, and Nicholas Toman, “Stop Trying to Delight Your Customers,” Harvard Business Review (2010); http://hbr.org/2010/07/stop-trying-to-delight-your-customers/ar/1. p. 82 “[D]elivering wow through service.”: Tony Hsieh, “How I Did It: Zappos’s CEO on Going to Extremes for Customers,” Harvard Business Review (2010); http://hbr.org/2010/07/how-i-did-it-zapposs-ceo-on-going-to-extremes-for-customers/ar/1. Chapter 5 p. 104 “Zappos customer experience is seamless and

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