![Preview of The Zappos Experience: 5 Principles to Inspire, Engage, and WOW](https://m.media-amazon.com/images/I/51fW7LtLHxL.jpg)
updated 7d ago
updated 7d ago
a simple telephone conversation between promising candidates and a recruiter can assess such things as whether the applicant is just trying to find any job or possibly hoping to leave an unpleasant job rather than being genuinely drawn to what makes Zappos unique.
In designing and improving the user experience, the Zappos user experience (UX) team relies on a combination of active listening, user research, intuition, and trial-and-error approaches.
To fully capture the unique dynamic forces that are at play in a given culture, all stakeholders must participate in answering questions like: Who are we? What brings us together? What do we collectively value?
Alfred Lin, former COO and CEO at Zappos,
Zappos has moved away from this formalized annual performance review process.
The authors of “Stop Trying to Delight Your Customers,” Matthew Dixon, Karen Freeman, and Nicholas Toman, reported, “Conventional wisdom holds that to increase loyalty, companies must ‘delight’ customers by exceeding service expectations. A large-scale study of contact-center and self-service interactions, however, finds that what customers really
... See moreZappos customers face the challenge of choosing an item without the benefit of being able to touch it or try it on. To compensate for this significant disadvantage, Zappos has been a leader in online product presentation.
In their book Onboarding: How to Get Your New Employees up to Speed in Half the Time, George Bradt and Mary Vonnegut define onboarding as “the process of acquiring, accommodating, assimilating and accelerating new team members, whether they come from outside or inside the organization.
“As we’ve seen in books like Jim Collins’ Good to Great, the most important part of a company’s culture is not that it merely has values, but that the employees actually commit to them.
During the evaluation process, employees and supervisors would discuss the evaluations, with an emphasis on the employee’s strengths and opportunities for growth. Over