RT Book, Whole DB /z-wcorg/ DS http://worldcat.org ID 721903758 LA English T1 The Zappos experience : 5 principles to inspire, engage, and wow A1 Michelli, Joseph A.,, PB McGraw-Hill PP New York YR 2012 SN 9780071749589 0071749586 9780071752473 0071752471 AB Describes the management principles used by the firm Zappos.com and details how to apply them to any organization. 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.