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

NOTES

Acknowledgments

p. xi “[E]ach book is a journey, an adventure, a hunt, a detective case, an experience, like setting foot in another continent in which you’ve never traveled. That’s the joy of it.”: David McCollough as quoted by Scott R. Lloyd, “A Celebration of Family History,” Church News, May 8, 2010; http://www.ldschurchnews.com/articles/59322/A-celebration-of-family-history.html.

Chapter 1

p. 4 “Cultures are maps of meaning through which the world is intelligible.”: Peter Jackson, Maps of Meaning: An Introduction to Cultural Geography (Routledge, 1989).

p. 15 “The quality of customer service has been on a serious decline for years. Research from TARP Worldwide and the American Customer Satisfaction Index both agree.”: Sherrie Mersdorf, ...