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

Auteur: Joseph A Michelli
Uitgever: New York : McGraw-Hill, ©2012.
Editie/Formaat:   Boek : EngelsAlle edities en materiaalsoorten bekijken.
Database:WorldCat
Samenvatting:
Describes the management principles used by the firm Zappos.com and details how to apply them to any organization.
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Soort document: Boek
Alle auteurs / medewerkers: Joseph A Michelli
ISBN: 9780071749589 0071749586 9780071752473 0071752471
OCLC-nummer: 721903758
Beschrijving: xiii, 302 p. : ill. ; 22 cm.
Inhoud: 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.
Verantwoordelijkheid: Joseph Michelli.

Fragment:

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  Meer lezen...

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schema:description"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."@en
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