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Publisher's Summary

Zappos. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational business success story of our time. Simply put, Zappos is revolutionizing business and changing lives.

Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it - and how you can do it in your industry.

The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements:

  • Serve a Perfect Fit - create bedrock company values
  • Make it Effortlessly Swift - deliver a customer experience with ease
  • Step into the Personal - connect with customers authentically
  • S T R E T C H - grow people and products
  • Play to Win - play hard, work harder

When you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders.

Now that strategy is yours.

With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.

©2012 Joseph A. Michelli (P)2014 Brilliance Audio, all rights reserved.

What members say

Average Customer Ratings

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  • Overall
    5 out of 5 stars
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    5 out of 5 stars

Amazing!!!

Zappps truly cares about what they do and how to treat people, I'm going to start buying all of my shoes from them because I know my investment matters

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    5 out of 5 stars
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  • MJ
  • 01-08-18

a must read

this book is great to give you an idea where to start to begin changes in your company. while reading it you ideas will start to flow.

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    3 out of 5 stars
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    3 out of 5 stars

Okay with some takeaway points, but overly glowing

Overall had a couple good takeaways but the entire book seemed like a love letter.

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    2 out of 5 stars
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    2 out of 5 stars

Brand propaganda

Interesting and inspiring, but would've preferred something objective and balanced. I can't believe there's a word target on these reviews...

1 of 2 people found this review helpful