Comments on: Building a Brand That Matters, One Employee at a Time: The Zappos Story http://blog.shop.org/2009/02/03/building-a-brand-that-matters-one-employee-at-a-time-the-zappos-story/ This blog is for the members of Shop.org Wed, 08 Feb 2012 12:59:32 +0000 hourly 1 By: Bruce Temkin http://blog.shop.org/2009/02/03/building-a-brand-that-matters-one-employee-at-a-time-the-zappos-story/comment-page-1/#comment-167377 Bruce Temkin Wed, 04 Feb 2009 16:49:18 +0000 http://blog.shop.org/?p=1021#comment-167377 Zappos definitely understands the role of culture in the customer experience mix. I interviewed Tony Hsieh as part of the research for my report "The Customer Experience Journey." He was great. The company is a great example of one of the six laws of customer experience called: "Unengaged employees don't create engaged customers. You can read more about this in my blog "Customer Experience Matters (http://experiencematters.wordpress.com/). Zappos definitely understands the role of culture in the customer experience mix. I interviewed Tony Hsieh as part of the research for my report “The Customer Experience Journey.” He was great. The company is a great example of one of the six laws of customer experience called: “Unengaged employees don’t create engaged customers.

You can read more about this in my blog “Customer Experience Matters (http://experiencematters.wordpress.com/).

]]> By: Rob Ianelli http://blog.shop.org/2009/02/03/building-a-brand-that-matters-one-employee-at-a-time-the-zappos-story/comment-page-1/#comment-167372 Rob Ianelli Wed, 04 Feb 2009 16:31:54 +0000 http://blog.shop.org/?p=1021#comment-167372 I think this is a great example at how companies are changing the landscape in how they build their brand. It's not only from the outside but really from the inside as well. I recently read in an INC Mag article how Zappos will pay $2,000 for an employee recently hired to leave instead of dragging on through the costs of training when it's clear there isn't a fit. Tack on the fact that Tony is killing it on Twitter.com and constantly in touch with the user base. It's such a great example to follow. Rock on Zappos. I think this is a great example at how companies are changing the landscape in how they build their brand. It’s not only from the outside but really from the inside as well. I recently read in an INC Mag article how Zappos will pay $2,000 for an employee recently hired to leave instead of dragging on through the costs of training when it’s clear there isn’t a fit. Tack on the fact that Tony is killing it on Twitter.com and constantly in touch with the user base. It’s such a great example to follow. Rock on Zappos.

]]>