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5.0 out of 5 stars A masterclass on employer culture and customer service. Highly recommended., 23 Dec. 2014
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This review is from: The Zappos Experience: 5 Principles to Inspire, Engage, and WOW (Hardcover)
This is now one of my favourite books on company culture. It's a fascinating study of Zappos with loads of detail and insider information even including things like appraisal frameworks and examples of forms.

I view it as a study on the intersection between employee engagement and customer service. Zappos have shown how deliberately skewing your culture to the point of recruiting on "fit" first before skill delivered the results that they wanted.

I've bought this book for dozens of friends and colleagues and it is now required reading for all consultants and service teams at Reward Gateway where I work.

Highly recommended for anyone interested in corporate culture, employee engagement and customer service.
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5.0 out of 5 stars How and why Zappos demonstrates that happiness should - and CAN - be an experience shared by everyone involved, 11 Nov. 2011
By 
Robert Morris (Dallas, Texas) - See all my reviews
(TOP 500 REVIEWER)   
This review is from: The Zappos Experience: 5 Principles to Inspire, Engage, and WOW (Hardcover)
I have read and reviewed all of Joseph A. Michelli's previous books and consider each a unique and brilliant achievement. They feature, indeed celebrate organizational excellence that has been achieved and then sustained by people whose talent and energy are interdependent with their decency and integrity. How else to explain the enduring success of Pike Place Fish Market, Starbucks, Ritz-Carlton Hotel Company, and UCLA Health System? In his latest book, his subject is Zappos.com and once again he focuses on an extended human community of shared experiences that includes but is by no means limited to Tony Hsieh ("Shay") and his Zappos associates. To an unusual degree, happiness is their currency and, more to the point, it is shared widely and generously with everyone involved in the enterprise.

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.
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4.0 out of 5 stars Pretty Good Advice, 4 Jan. 2014
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This review is from: The Zappos Experience: 5 Principles to Inspire, Engage, and WOW (Hardcover)
I run an ecommerce business. Much of the stuff in here is common sense, but it never hurts to go over common sense ground again and again. A few nuggets worth stealing. Some American drivvle in here but then .... its American.
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5.0 out of 5 stars summary, 4 Feb. 2013
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Satisfied with the product and service of the retailer, excellent book, well written, concise and proivdes guidance for other managers
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4.0 out of 5 stars Great practical tips on how to Deliver Happiness, 16 Sept. 2013
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This review is from: The Zappos Experience: 5 Principles to Inspire, Engage, and WOW (Hardcover)
We all want to be "Wowed", this book is a great follow up to Tony Hsieh book on delivering happiness.
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5.0 out of 5 stars fantastic read, 18 Jan. 2015
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Fantastic read and a great company. A must read for anyone in the CX field.
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5.0 out of 5 stars excellent, 14 Nov. 2014
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Mrs. A. Grant (UK) - See all my reviews
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This review is from: The Zappos Experience: 5 Principles to Inspire, Engage, and WOW (Hardcover)
arrived very quicky and product as described, good quality.
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The Zappos Experience: 5 Principles to Inspire, Engage, and WOW
The Zappos Experience: 5 Principles to Inspire, Engage, and WOW by Joseph Michelli (Hardcover - 1 Oct. 2011)
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