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

The more you assist your customers in getting what they want, the more those customers will turn to you as a trusted advisor for future products and services.

Alfred Lin, former COO and CEO at Zappos,

What percentage of your company’s employees would say that your current values meet the CRUD test of being credible, relevant, unique, and durable?

managers will be expected to regularly give feedback on the same dimensions they would have covered in the review process, but now they won’t be doing it in a formal, annual, score-generating way.

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In addition to inferring customer wants and needs based on the users’ behavior, Zappos involves customers in the specifics of the website design through a process of user testing. Rafael Mojica notes, “We incorporate what we learn from analytic data into the way we design a new feature or redesign an old one. We then show our customers the new prod

Companies like Zappos act swiftly, take responsibility (often even when the fault is beyond their control), enable staff discretion to fix problems, compensate fairly, do a little something extra to acknowledge inconveniences, and follow up until the issue is brought to satisfactory closure.