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The Zappos Experience: 5 Principles to Inspire, Engage, and WOW Hardcover – September 29, 2011
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About the Author
Joseph A. Michelli, Ph.D., is the bestselling author of Prescription for Excellence and The Starbucks Experience. He is an internationally sought after speaker and organizational consultant who has been featured on The Glenn Beck Show and CNBC’s On the Money.
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Top Customer Reviews
Overall the book is recommended for people who want to read about the positive aspects of a dynamic and unique business. Those looking for a more analytical, balanced and critical view will need to look elsewhere. Michelli provides a view of the company that is more than overly positive and based on the premise that whatever they are doing is right because they are getting good results. The book would have been much more powerful if it had shown the discussions, trade-offs, decisions, false steps etc.
If you can get past the single direction and positive shout out tone of the Zappos Experience, then there are more than a few things you can learn from reading this book. First it is organized around the five main principles of the company:
Principle 1: Serve a perfect fit -- a discussion of culture, its importance and what culture in operation looks like.
Principle 2: Make it effortlessly swift -- A discussion of how you raise speed through having engaged and knowledgeable people.Read more ›
Although many of the ideas that made Zappos successful will not work as a cookie-cutter approach with all corporations, the overall philosophy will. Regardless of what industry one works in, the philosophy is worth adhering to -- that is, selling happiness at every level, and never forgetting that the customer is always right.
This book is also full of great resources and interactive guides. Well worth a read!
The book is organized around 5 core principles:
1 - Serve a Perfect Fit
2 - Make it Effortlessly Swift
3 - Step into the Personal
4 - Stretch
5 - Play to Win
In addition to containing excellent content on how to use core values to be distinctive, the book also has a website with additional information, videos, and resources.
Finally, because the book is about Zappos, where one stated value is to create fun and a little weirdness, this book is not a dull read. And yet, there is much to learn. Enjoy!
Karen L. Jett, CMA
Author Grow Your People, Grow Your Business
Facilitator and Creator of Strategic Plan-ting(TM) Workshops
At the end, you get a free 31 day trial of Zappos Insights!
Most Recent Customer Reviews
Great book and great organization - we used this model to build our organization.Published 18 months ago by John C. Joyce
Great ideas for moving customer service to the focus of everything a company can and should do. Every C- level exec should read this and take it to heart. Read morePublished 20 months ago by Chris Tomsa
Really enjoyed this book - Zappos gets my share of shoe purchases. The guarantee of 360 days is
amazing. I saved $40.00 on my ASICS recently and I'm happy about that.
Yawn. Blah blah blah blah blah. And then Yawn some more. This doesn't contain any interesting information, it just has a lot of corporate-speak about how great a company Zappos... Read morePublished 23 months ago by jonny
Interesting but clearly written by a fan so biased toward the company.Published 23 months ago by Wednesday lopez