zappos
Why Empathy And Personalization Will Be Your Greatest KPIs
July 17 by CCW DigitalCCW Digital research confirms that brands that embrace personalization along with empathy (aiming to humanize the customer experience), outperform competitors, arguably more than ever before. But pers...
Zappos Head of Customer Research on Achieving True Personalization
September 06 by Kindra CooperPersonalization is about understanding individual differences
Zappos CEO Tony Hsieh on the Evolution of a Billion-Dollar, Mission-Driven Brand
July 03 by Kindra CooperFrom shoe retailer to CX evangelist to urban planner
Zappos Experience on "Family Guy" | Rise of "Unofficial Customer Service"
October 05 by Brian CantorNational Customer Service Week is here! In the spirit of that concept, today’s CCIQ newsletter piece doubles up on the insight. It looks at two stories making headlines in the world of custo...
Guide to Call Center Week (Part 1): Making the Most of Zappos, Visa Keynotes
June 06 by Brian CantorYes, Call Center Week is an opportunity to spend a beautiful late-spring week in Vegas. It is an opportunity to rekindle connections with colleagues and meet new professionals who share in your pur...
From Metrics, to Disney, to Dead Call Centers to Rude Customers - CCIQ's Top Articles of 2013
December 18 by Brian CantorWith the customer experience reigning as a top business priority and businesses continuing to transform their customer service operations into omni-channel customer engagement centers, 2013 was...
How Zappos Measures & Improves Customer Service Performance
November 26 by Ashley VerrillDespite its widespread recognition as the model for customer service excellence, very few companies heed Zappos' service-centric example. Nowhere is this more apparent than in the continued populari...
The Joneses Are Not Your Customers
May 29 by Brian CantorYou need to "compete on the customer experience." You need to "be like Disney." When it comes to today’s breed of customer management, you are asked to rise to the standard set by the cross-...
For Zappos, Customer-Centricity Means Knowing When NOT to Answer the Phone?
May 29 by Brian CantorIn a much-anticipated session at the 4thCustomer Experience Summit, presented by Call Center IQ, two Zappos professionals explained a controversial call center management decision as the best possib...
Reducing Customer Effort in the Chat Channel: Better Chat Writing for Better CRM
December 06 by Customer Contact WeekWith the growth of online chat for customer service and sales, this paper examines the chat transcripts of industry leaders like Best Buy, Zappos, Nordstrom, and others — showcasing how chat writing s...
How Zappos Escaped Outrage Over Customer Service Problems
October 11 by Brian CantorAmid all the outrage about how Netflix and Bank of America handled their recent price changes, it is interesting to see how customer service standout Zappos managed to survive a recent issue fairly-...
Envious of Groupon and Zappos? Here's How You Can Achieve Their Success
September 12 by Mitchell OsakIt’s been over 15 years since the likes of Amazon, Expedia and eBay stormed the business world with their new ways of transacting business and startling growth. Ever since then, conventional...