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Product Description
Make every day a WOW day for your customers, your staff—and your bottom line!
“In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic.”
—Eric Ryan, method cofounder and person against dirty
“If you’re looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you’ve hit the mother lode.”
—Guy Kawasaki, former chief evangelist of Apple and author of Enchantment: The Art of Changing Hearts, Minds, and Actions
“This book provides a roadmap to a successful business by taking inspiration and examples from one of the most innovative, progressive companies of our time. Don’t just read it; use it.”
—Tony Hawk, professional skateboarder and author of HAWK —Occupation: Skateboarder and How Did I Get Here? The Ascent of an Unlikely CEO
“Thanks to Joseph Michelli, you can learn exactly how Zappos hit it big and how you can too. By using the five principles Joseph has distilled, you can supercharge your efforts and start down the path to legendary success.”
—Mark Sanborn, President, Sanborn & Associates, Inc., and author of The Fred Factor and You Don’t Need a Title to Be a Leader
“Often, business owners look at media darlings like Zappos with their mouths agape, full of awe but unable to take action. For those eager to do more than watch, Joseph Michelli deconstructs the Zappos story and makes it attainable.”
—Seth Godin, author of Poke the Box
About the Book:
ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives.
Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it—and how you can do it in your industry.
The Zappos Experience takes you through—and beyond—the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-today basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years—with almost no advertising. Michelli breaks the approach down into five key elements:
- Serve a Perfect Fit—create bedrock company values
- Make it Effortlessly Swift—deliver a customer experience with ease
- Step into the Personal—connect with customers authentically
- S T R E T C H—grow people and products
- Play to Win—play hard, work harder
When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders.
Now that strategy is yours.
With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.
About the Author
Joseph A. Michelli, Ph.D., is the bestselling author of Prescription for Excellence and The Starbucks Experience. He is an internationally sought after speaker and organizational consultant who has been featured on The Glenn Beck Show and CNBC’s On the Money.
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Customer Reviews
These are among the subjects that caught my eye:
o The A to Z summary of Zappos' key facts and attributes
o Zappos Milestones
o The business precepts of the Zappos Experience
o Zappos 10 core values
o How Zappos incorporates values into regular progress conversations
o Cultural connectivity between and among all who comprise the workforce
o "Sharing Great Calls" program
o Zappos University
o Leadership training for all levels and areas throughout Zappos
o The "elasticity" of the Zappos brand
o ROFL (i.e. "Return on Fun Lasts")
My guess (only a guess) is that a list of the defining characteristics of the Zappos culture and its core value, many (if not most) of them would also define the culture and core values at Pike Place Fish Market, Starbucks, Ritz-Carlton Hotel Company, and UCLA Health System.
I especially appreciate Michelli's brilliant use of "Try These On for Size" sections throughout the book that serve three separate but related and immensely important purposes: They focus readers' attention on key issues, and, they enable (indeed require) readers to correlate those issues with their own specific circumstances. He also includes an "Ideas to Run With" section at the end of Chapters 2-11 so that his readers are better informed when selecting specific initiatives to apply what they have learned in the given chapter. Some readers find fine the material in the "Zappified Brain Break" sections the most valuable. Michelli's talents as an innovative business thinker have never been more evident than they are in his latest book.
Tony Hsieh and his associates on the senior management team are to be commended for establishing and then sustaining a workplace culture that may not be right for everyone but certainly one that is right for the men and women at Zappos. And Joseph Michelli is to be commended for enabling others who read this book to understand this unique culture and, of even greater importance, to learn much of value from it so they can share (at least to some extent) the happiness that defines it.
It talks about how Zappos wows their clients, how to engage clients , how to create clients Loyalty, and more importantly to maintain a company culture & core values. it is about what sets Zappos apart from its counterparts.
What impresses me the most is that Zappos makes it a priority to deliver happiness in the buiness world through clients experience and interactions, and the profits follow as repeat businesses and word of mouth kick in.
Alicia Qu
[...]
VIP Real Estate
The book is organized around 5 core principles:
1 - Serve a Perfect Fit
2 - Make it Effortlessly Swift
3 - Step into the Personal
4 - Stretch
5 - Play to Win
In addition to containing excellent content on how to use core values to be distinctive, the book also has a website with additional information, videos, and resources.
Finally, because the book is about Zappos, where one stated value is to create fun and a little weirdness, this book is not a dull read. And yet, there is much to learn. Enjoy!
Karen L. Jett, CMA
Author Grow Your People, Grow Your Business
Facilitator and Creator of Strategic Plan-ting(TM) Workshops
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