Blog Archives

Week resolution: Delivering Happiness

Getting Random with my Resolutions (imperfecthappiness.wordpress.com)
Learning about happiness from the CEO of Zappos (venturegal.com)
Zappos Comes To Android, Makes Spending Money Easier Than It Should Be (androidpolice.com)
What Happens in Vegas Shouldn’t Stay in Vegas – Especially if You Like Shoes from Zappos (smartzonepsychology.blogspot.com)
Zappos Shutting Down Canada Site, Ending Shipping to Canada (shoppingblog.com)
Official Zappos App For Android Available In the Market (pocketnow.com)

Posted in Uncategorized

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Tags: Amazon.com, customerservice, Delivering Happiness, Delivering Happiness: A Path to Profits Passion and Purpose, LinkExchange, Organizational culture, Tony Hsieh, Vision, visionaries, vision things, trends, Zappos

Seth’s Blog: Who’s responsible for service design?

Apr 6

Posted by Fred Zimny

So true. But being a human I blame the messenger. As a manager I should know better…

Seth’s Blog: Who’s responsible for service design?.

Who’s responsible for service design?

How many people should be answering the phone at Zappos on a Saturday? What’s Southwest Airlines policy regarding hotel stays and cancelled flights? Should the knobs on the shower at the hotel go side by side or one above the other?

To be continued at Seth’s Blog: Who’s responsible for service desig

Photocredit: http://www.416cyclestyle.com/

Seth’s Blog: Wonder and anger (serve4impact.com)

Posted in Because i like to share again and again, Front Office and Customer Service Operations, Knowledge management, Performance management, Social CRM and social business

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Tags: Because i like to share again and again, Business, FindLaw, Free, Front Office and Customer Service Operations, Knowledge management, Performance management, New York Public Library, Service design, Social CRM and social business, Southwest Airlines, United States, Vision, visionaries, vision things, trends, Zappos

Alain Thys’ So you want to be customer centric?

Jan 16

Posted by Fred Zimny

Photocredit: http://www.pedalconsumption.com/

Why you can’t get traction driving customer-centric change (customerthink.com)
Does Your Customer Feedback Process Say You’re Customer- or Company-Centric? (customerthink.com)
Customer Centric Employee Engagement (customerthink.com)
The journey toward customer-centricity (customerthink.com)

Posted in Social CRM and social business

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Tags: Alain Thys, Business, Centric, Customer, Customer centricity, Customer experience, Customer service, Salesforce.com, Social CRM and social business, Vision, visionaries, vision things, trends, Zappos

Reunion 2010: Warren Bennis and Tony Hsieh, “Leadership For the 21st Century”

Dec 30

Posted by Fred Zimny

: Image by Laughing Squid via Flickr

same content as the last disc of the delivering happiness audiobook!

Photocredit: Captain Crank

Four Lessons on Culture and Customer Service from Zappos Founder, Tony Hsieh (blogs.hbr.org)
Tony Hsieh: Here Is Why I Sold Zappos To Amazon (businessinsider.com)
Tony Hsieh: Here Is How Zappos Remained Independent After Its Sale To Amazon (businessinsider.com)
Zappos Only Hires People Who Are Weird And Lucky In Life (businessinsider.com)
Tony Hsieh: Here Is Why I Sold Zappos To Amazon (rushprnews.com)

Posted in Recovery and the way out of the crisis, recession and depression, Social CRM and social business

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Tags: Amazon.com, Cao Wei, customerservice, Delivering Happiness, Recovery and the way out of the crisis, recession and depression, Social CRM and social business, Tony Hsieh, Vision, visionaries, vision things, trends, Zappos

At Zappos, Culture Pays

Sep 15

Posted by Fred Zimny

: Image by Getty Images via @daylife

Found at At Zappos, Culture Pays.

Clue that something a little weird is happening at Zappos can be found near the bottom of the home page of the company’s website, where you’ll find lists with headings such as “Shop with Us” and “Customer Service,” beneath pictures of Anne Klein, Rockport, and Nike footwear; New Balance shirts; and Tommy Bahama shorts. Buried in one list is a link advising, “Don’t ever click here.” I did, of course, and the link opened a YouTube video of the Muppet rock band performing, as lead singer Beaker lip-syncs, “Never gonna give you up. Never gonna let you down.” It is a not-so-subtle message to Zappos’ customers and perhaps to its employees as well.

Another link opened a company-produced video in which employees talk about their favorite Zappos values — there are 10 values in total — with the same conviction and enthusiasm that the Muppet band brings to its musical antics. A clear winner: “Create fun and a little weirdness.”

To be continued at http://www.strategy-business.com/article/10311?gko=c784e&cid=enews20100914

Photocredit: christian.senger