What if customer service wasn’t a cost centre, but the heartbeat of your business? That’s the bet Zappos made, and it built them into a billion-dollar brand.

In this episode, we explore how Zappos created a culture of WOW service that redefined customer experience worldwide.

We discuss:

• Why Zappos answers calls in 20 seconds and never tracks call times

• How a 10-hour customer call became company legend

• Why every new hire is offered money to quit

• The 10 core values that shape culture and service

• Why Zappos believes relationships > transactions

With insights from Si's time with Zappos in Las Vegas, where he learned they doubled down on customer experience, and won big!

Thanks for listening. Don’t miss out on your copy of Fabricx’s Behavioural Bias Framework https://fabricx.agency/

Connect with us!

Instagram: @fabricxlabs

LinkedIn: https://www.linkedin.com/company/fabricxagency

LinkedIn: https://www.linkedin.com/in/si-elliott/

Why we trade the future for a quick win. And what it’s costing us?

We explore how the behavioural bias of hyperbolic discounting is fuelling short-termism in modern marketing, and our own actions. from to slashed brand budgets.

• Why Buy-Now-Pay-Later schemes are so powerful
• How to lay golden-eggs
• Why Netflix continues to beat the gym
• How behavioural design revolutionised pensions

If you're trying to get the right balance between brand and performance, then this should give you some food for thought. Further reading from the show includes:

• Binet & Field - The Long and the Short of it
• Laibson - Golden Eggs and Hyperbolic Discounting

Thanks for listening. Don’t miss out on your copy of Fabricx’s Behavioural Bias Framework https://fabricx.agency/

Connect with us!

Instagram: @fabricxlabs

LinkedIn: https://www.linkedin.com/company/fabricxagency

LinkedIn: https://www.linkedin.com/in/si-elliott/

We’re living in an age of digital convenience. But at what cost to the human experience?

In this episode we dive into The Automation Trap: the growing over-reliance on technology in customer service, and what happens when we lose sight of the human moments that matter most.

We discuss:

• Why people crave human interaction during high-stress moments
• The psychological cost of removing empathy from customer journeys
• Case studies from brands that show what not to do
• Practical ideas for balancing automation with emotional intelligence

This one’s for anyone designing customer experience journeys, optimising customer support or rethinking loyalty strategies. Because when stress is high, silence isn’t efficient. It’s damaging.

Thanks for listening. To learn more, don’t miss out on your copy of Fabricx’s Behavioural Bias Framework https://fabricx.agency/

Connect with us!

Instagram: @fabricxlabs

LinkedIn: https://www.linkedin.com/company/fabricxagency

LinkedIn: https://www.linkedin.com/in/si-elliott/