Speed Reading Week, Day 3

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

Zappos – the name has come to stand for a new standard of customer experience, and amazing online shopping experience, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives.

 CEO Tony Hsieh documented the Zappos story in his excellent book Delivering Happiness. I encourage you to read it to get Hsieh’s personal insights on the evolution of Zappos.

Michelli’s book The Zappos Experience takes you through – and beyond – the playful, off-beat 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-to-day basis while providing the “big picture” leadership methods.

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.

The Zappos Experience is much too detailed to adequately treat in this short post.  Applications for ChurchWorld abound. Here’s one example for you to think about:

Zappos’ customer service is legendary for how it handles the huge volume of merchandise shipments. Members of the Customer Loyalty Team take a huge amount of pride in their customer interactions.

Could you apply the same principles in the Guest Services Team at your church?

  • What are the small and epic acts that make up your service story?
  • What do people remember about the way contact with your organization made them feel?
  • What are the stories circulating about your organization’s guest services practices?
  • How are you capturing and retelling large and small WOWS delivered by your team?

It works for Zappos; it can work at your church, too.


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