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The Zappos FLESH Form: A Zombie Antidote

04/17/2014     

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Ever call a company's customer service line and wonder if a zombie answered the phone? Probably everyone can recall a time when they've received less-than-stellar customer service: the monotone greeting, the dead air during the call, the lifeless follow through. One way that the Zappos Customer Loyalty Team keeps things lively is through the FLESH form. 

Building a Customer Service Culture to Drive Profits

10/01/2012     

Christa Foley the Zappos Family HR Recruiting Manager and Corey Schreiber a Supervisor with Zappos Insights participated in the SME Digital Power Panel to discuss how building a customer service culture can drive profits. 

Deliver WOW Through Service Innovating The Experience

09/16/2012     

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We invite senior managers from the customer loyalty team to chat with Insights members and share the evolution of service in the call center.  If you'd like to learn about the early beginnings of the Zappos customer loyalty team to innovations of service of the years, check out this podcast to learn more.

Duration:  about 1 hour

Building a Customer Focused Culture

07/22/2012     

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In this video, learn about how the Zappos Family has built a customer focused culture by recruiting the right people, supporting our team members, and creating an amazing customer service experience. 

Creating Customer Experiences to Drive Word of Mouth Marketing

06/25/2012     

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Jon, Culture Evangelist Zappos Insights

Listen to this podcast to learn how customer loyalty team members are empowered to service the customer which creates an experience to drive word of mouth marketing. 

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Culture Lab Feature

Rachel Cosgrove
Rachel Cosgrove
Results Fitness

Letting Your Culture Manage

Making culture a priority paid off immensely, and quite literally, when her team pitched in personal money to buy equipment that was not in the company budget.

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