I am a Customer Experience Futurist, Author and Keynote Speaker. Zappos is considered a leader when it comes to customer experience, but it hasn’t always been that way. When Rob Siefker ...

I'm a customer experience consultant and customer service trainer. In the context of Zappos, a company whose stated purpose is “To Live and Deliver WOW,” “wow” is typically delivered over ...

Jacqui Gonzalez once spent an hour and a half on the phone helping a customer. The Zappos.com employee enjoys being generous with the online shoe retailer's money, sending gift baskets and thank ...

SAN FRANCISCO -- Our top priority is not customer service but rather company culture, said Zappos CEO Tony Hsieh during the afternoon keynote at BoxWorks 2011 on Wednesday afternoon. If we're ...