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The Zappos Experience: 5 Principles to Inspire, Engage, and WOW


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Joseph A. Michelli, "The Zappos Experience: 5 Principles to Inspire, Engage, and WOW" 
M-G,,H | ISBN: 0071749586 | 2011 | 256 pages | EPUB | 0,6 MB


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.

Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry.

The Zappos Experience takes you through—and beyond—the playful, offbeat 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-today 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. Michelli breaks the approach down into five key elements:
Serve a Perfect Fit—create bedrock company values 
Make it Effortlessly Swift—deliver a customer experience with ease 
Step into the Personal—connect with customers authentically 
S T R E T C H—grow people and products 
Play to Win—play hard, work harder

When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders.

Now that strategy is yours.

With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.


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