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Zappos Experience
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...more
"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...more
Hardcover, 256 pages
Published
September 8th 2011
by Schaum's Outlines
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May 20, 2013
Soundview Executive Book Summaries
rated it
5 of 5 stars
Shelves:
2012-best-business-books
The Zappos Experience: 5 Principles to Inspire, Engage and Wow by Joseph Michelli was chosen by Soundview Executive Book Summaries as one of the Top 30 Business Books of 2012.
THE SOUNDVIEW REVIEW:
When business book authors seek companies that exemplify superior abilities in areas such as innovation, product development and talent development, a small list of names rapidly fills the pool. If asked, readers could name the top five with little effort: Apple, Google, Amazon.com, Facebook, and Procte...more
THE SOUNDVIEW REVIEW:
When business book authors seek companies that exemplify superior abilities in areas such as innovation, product development and talent development, a small list of names rapidly fills the pool. If asked, readers could name the top five with little effort: Apple, Google, Amazon.com, Facebook, and Procte...more
I absolutely loved this book. The only reason I didn't rate it higher was because somehow the last third of the book was not as compelling for me.
A client called me about this book and wanted to theme a staff retreat around it. So, I immediately read it and fell in love with Zappos as a company. Honestly, I wish there was a Zappos near me so I could apply for a job. It would be a steep learning curve and I'd have to unlearn many bad habits from old jobs, and it would be worth it to work there.
Si...more
A client called me about this book and wanted to theme a staff retreat around it. So, I immediately read it and fell in love with Zappos as a company. Honestly, I wish there was a Zappos near me so I could apply for a job. It would be a steep learning curve and I'd have to unlearn many bad habits from old jobs, and it would be worth it to work there.
Si...more
found the book terrific.Filled with valuable tips on how to keep customers and staff happy.This book should be a bible for most organizations. Honestly feel it can be given to students in grade ten. It would certainly assist those going out for their first jobs. Then there are companies who have lost their way. Reading this should give them a clear & valuable blue print for improvement.
This book should have been a 10-15 page news or business magazine article. I was tempted to only give it one star, but Joseph Michelli does add some good takeaway notes, and has some challenging questions that would allow an owner of a small business to compare their customer service and culture to Zappos. You can get all the information on Zappos that this book provides with a couple of hours of searching on the web. Do not recommend.
I was excited to read this book as I've been feeling a bit out of sorts and uninspired by my work lately. I thought it might help me find some inspiration in how I was doing my own job. It did and the information was good but I got ridiculoulsly tired of the QRs and plugs for the website. I get it... I can use my phone and a QR reader to see more examples, I can get a 30 day free trial on the website. I don't really need to be reminded every third page.
I enjoyed the breakdown of the Zappos approach to both their customers and employees. A lot of detail went into each chapter. However, I think for a lot of business owners who are mired in their own cultures would have a difficult time enacting these suggestions without help. There isn't a lot of information on how to begin the process, but the book does give you a great target to shoot for.
I won this book in a Goodreads giveaway. This was a very uplifting book, but also very much a pat on their own back. I would have liked to know where they came from (as in what was wrong that made them make those changes) so that I could be all the more amazed at where they are. Also, the references to go to their website were all over the place, I read a book usually in bed or at work, and cannot log on the the website.
I did make plenty of notes regarding their customer service and principles,...more
I did make plenty of notes regarding their customer service and principles,...more
This book will make any business person smile, it's a very positive force towards the business world. A good read and it's very simple. A lot of business books out in the world are written as though it is in a different langauge, is impossible to understand, and let's face it boring. "The Zappos Experience" is a fun way to look at things in business perspective and shows a lot of history. I really enjoyed the book and I encourage you read it too. It's very "different" but in a good way.
I have re...more
I have re...more
I read this for professional book group. While it wasn't the most engaging read and I tired very quickly of the "corporatese" used to describe zappo's unique "work culture" it was still a good pick for this group as it sparked some great discussion on customer service and libraries.
*I received this book in a goodreads.com giveaway.
The thing about reading this book was the timing! It's an interesting, fast read, but it was an ironic coincidence that I was enduring the worst customer service experience of my life during the three days while I was reading this at night! I think reading about a culture of happiness made me angrier at the hideous treatment I was receiving from Caremark. It made me want to "fix" there problems!
The book also inspired me to look at the zappos webs...more
The thing about reading this book was the timing! It's an interesting, fast read, but it was an ironic coincidence that I was enduring the worst customer service experience of my life during the three days while I was reading this at night! I think reading about a culture of happiness made me angrier at the hideous treatment I was receiving from Caremark. It made me want to "fix" there problems!
The book also inspired me to look at the zappos webs...more
I love Zappos and think so much of what they do can be transferred to other businesses & organizations. They say that they're in the business of happiness--I like that--that people are humble, kind yet work very hard to provide great service. Their values are in line w/ my own, so I found this book gratifying and worthwhile.
Makes me want to work there.
I read this for a grad school class. While it is a bit redundant in content there are some interesting points to consider for individuals and business. A few key threads are innovation, leadership, culture, and valuing your employees. Good read check it out.
Part of our business book club at work, I found this book to have some good examples and practical advice, but also loaded with clichés and repetition. Bottom line is that it was pretty basic and if I were to recommend a book on the customer experience or creating engagement at work, this would not be on the top of my list.
It was interesting to see how the outside world perceives Zappos - there were a lot of great things about the company highlighted and some not-so-great things brushed under the rug and not spoken about. I hope it helps other people be better to their employees and keeps Zappos on their toes...
I enjoyed this book. It was a fairly easy read and certainly informational. It was kind of like he was sitting there telling me a story.
May 23, 2013
Geoff
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Apr 16, 2012 06:04pm