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The Zappos Experience by Joseph Michelli

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6MORE THAN A WALLET WITH LEGS

When I give presentations about service, I often suggest that customers today are tired of being treated like “wallets with legs.” Zappos gets what I mean.

The leadership at Zappos understands that business can be about more than discrete transactions or money/product exchanges. Business can be, and increasingly must be, about the development of personal relationships that span a customer’s lifetime. While average managers might think a company can thrive simply by selling goods or services to consumers, true leaders understand that all business is personal. In the end, business success relies on one group of people caring for or profiting another. Ordinary brands often take a “one size fits all” approach to service, ...

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