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The Zappos experience : 5 principles to inspire, engage, and wow / Joseph Michelli.
Lippincott Library HF5467.Z37 M53 2012
Available
- Format:
- Book
- Author/Creator:
- Michelli, Joseph A., 1960-
- Language:
- English
- Subjects (All):
- Zappos.com (Firm)--Management.
- Zappos.com (Firm).
- Customer services.
- Mail-order business--Management.
- Mail-order business.
- Electronic commerce--Management.
- Electronic commerce.
- Retail trade--Management.
- Retail trade.
- Management.
- Physical Description:
- xiii, 302 pages : illustrations ; 22 cm
- Place of Publication:
- New York : McGraw-Hill, [2012]
- Summary:
- Describes the management principles used by the firm Zappos.com and details how to apply them to any organization.
- Contents:
- Zappos? What is Zappos?
- Principle 1. Serve a perfect fit : It all comes back to culture
- Culture should be a verb
- Principle 2. Make it effortlessly swift : Less effort, more customers
- The ticket to the big service dance: velocity, knowledge, recovery, and surprise
- Principle 3. Step into the personal : More than a wallet with legs
- Connections at all levels
- Principle 4. Stretch : Zappos University
- Beyond shoes
- Principle 5. Play to win : Play well
- R.O.L.F.
- Conclusion : Endings, beginnings, and you
- Appendix A. Sharing great calls
- Appendix B. Excerpts from Zappos culture books.
- Notes:
- Includes bibliographical references.
- ISBN:
- 9780071749589
- 0071749586
- 9780071752473
- 0071752471
- OCLC:
- 721903758
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