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The Zappos experience : 5 principles to inspire, engage, and wow

Author: Joseph A Michelli
Publisher: New York : McGraw-Hill, ©2012.
Edition/Format:   Book : EnglishView all editions and formats
Database:WorldCat
Summary:
Describes the management principles used by the firm Zappos.com and details how to apply them to any organization.
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Document Type: Book
All Authors / Contributors: Joseph A Michelli
ISBN: 9780071749589 0071749586 9780071752473 0071752471
OCLC Number: 721903758
Description: xiii, 302 p. : ill. ; 22 cm.
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.
Responsibility: Joseph Michelli.

Abstract:

Given unprecedented access to one of the most successful online retailers in the world, the bestselling author of The Starbucks Experience unveils the customer-experience strategies that have made  Read more...

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