At Zappos, customers typically expect they are ordering a product that (1) is accurately described and depicted on the website, (2) has a price at checkout that matches the price listed for the product, (3) will be delivered within the time frame promised, (4) when opened, will match what was ordered, and (5) will meet the customers’ intended use.

We started with three or four photo angles, and we are now up to eight angles plus video. In the beginning, it was very expensive to do it this way, but we felt it was the best and the only viable option.

customers have become skeptical about the authenticity of product representations.

Chapter 4 Ideas to Run With Reducing customer effort increases customer loyalty. It is difficult to wow customers unless you execute on the basics of service. Service implies that a service provider will make a customer’s life easier. Customer ease does not just happen. It has to be designed into the customer experience. In order to meet the wants,

study by the business publication Workforce Management,

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Zappos has created questions to determine whether those applicants will be able to handle the unique aspects of the Zappos culture.

Zappos does not exempt leaders from this training because the training is viewed as an opportunity to create a common experience around a core customer-facing function. Leaders are also expected to encounter the joys and challenges of serving customers in the call center environment.

For some positions, I’d obviously be looking for a specific set of skills. But in both cases, I am building on the recruiter’s assessment and looking for someone who has a great attitude and passion. Both of those characteristics can’t be taught, and they are necessary to fit with the Zappos culture and to get that person to the next levels of our