Today’s interview is with Rob Siefker, Senior Director of Customer Service Operations at Zappos.com and one of the speakers at Zappos Insights, a team within the Zappos Family of Companies that was created simply to help share the Zappos Culture with the world and to inspire positive change in the workplace. Rob joins me to talk about the School of Wow at Zappos Insight, what Wow service means to them, employee experience and holocracy.
This interview follows on from my recent interview – Making customer interactions more human by using analytics, decisioning and artificial intelligence – Interview with Rob Walker of Pega – and is number 185 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Here’s the highlights of my interview with Rob:
About Rob (taken from his Zappo’s Insights bio)
Rob joined Zappos.com in January of 2004 and is the Director of the Customer Loyalty Team. He has spent his entire career with Zappos providing the very best service for both customers and employees. Starting his career with the company as a temporary call center employee he has helped the team grow from 30 to 500 employees.
Rob is a strong ambassador and promoter of the Zappos brand and is commitment to developing a world class culture. He has previously represented Zappos by speaking at conferences for IQPC, Frost & Sullivan, and Marcus Evans. He’s also been a guest speaker at Purdue University’s Center for Customer Driven Quality.
Rob grew up in Denver, Colorado and later earned a BA in History from Santa Clara University in 2002.