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

“Cover letters are soooo old-fashioned, don’t you think? Show us who you are with a cover letter VIDEO! You will be able to upload one when applying for a position.

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The CLT training helps you let go of the old ways and align with the Zappos way.” Cognitive psychologists talk about a concept they refer to as “proactive interference,” which refers to the difficulty people have in letting go of information they previously learned in order to acquire new skills. Effective onboarding often helps new hires “unlearn”

Zappos makes a herculean effort to cut the hype and accurately inform the consumer of the precise details of the product.

Chapter 2 Ideas to Run With The course of business is not static and seldom is fully defined at launch. Many corporate values are present in the actions of the early leaders of a business; others emerge in response to what customers value. Values are both explicitly stated and implicitly present in action. Explicit values can be codified or simply

‘Who in our company do you think is really successful and what do they do? What are their attributes?’ Tony got all those attributes compiled and asked us to look at a list of about 37 descriptors.

During the evaluation process, employees and supervisors would discuss the evaluations, with an emphasis on the employee’s strengths and opportunities for growth. Over

As an alternative to the word speed, I suggest the term service velocity. As you may recall from physics class, “velocity” is the measurement of the rate and direction of change in an object’s position. So when I refer to service velocity, I am talking about service speed coupled with an accurate and well-positioned customer experience.

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