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"Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
Standard
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"Innovation comes from the producer - not from the customer."
Author Name
Personal Development
"An artist is forced by others to paint out of his own free will."
Author Name
Personal Development
"Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
Author Name
Personal Development
"To Move from Woe to Wow . . . Listen Attentively Be fully present and give your customer your full attention. Stay calm and remain patient. Do not interrupt or become defensive. Let the customer express his or her concerns. Nod your head and use affirming words to show that you are listening. Repeat back and empathize, when necessary. This confirms your understanding of the problem or question."
Author Name
Personal Development
"The first step in exceeding your customer's expectations is to know those expectations."
Author Name
Personal Development
"Pager companies are very much looking to provide new services to help them regain some of their customer base."
Author Name
Personal Development
"Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff."
Author Name
Personal Development
"I'd just like to be treated like a regular customer."
Author Name
Personal Development
"As far as the customer is concerned, the interface is the product."
Author Name
Personal Development
"Am I an Apple bigot? No. I can critique their products and their customer service philosophy. But overall, they do better than any other player."
Author Name
Personal Development
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"A bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it's harder to turn quickly."
Business
"For me, my role is about unleashing what people already have inside them that is maybe suppressed in most work environments."
Work
"Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees."
Cultural
"For me, the most fun is change or growth. There are definitely elements of both that I like. Launching a business is kind of like a motorboat: You can go very quickly and turn fast."
Business
"I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine."
Creativity
"Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
Customer
"We asked ourselves what we wanted this company to stand for. We didn't want to just sell shoes. I wasn't even into shoes - but I was passionate about customer service."
Values
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