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 ...

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 ...

In line with its usual philosophy of extreme customer service, Internet shopping site Zappos has introduced a new service that can help you track down any fashion item -- even if the company doesn ...