July 24, 2018

Delivering a personalized customer experience the Zappos Way – Interview with Alex Genov of Zappos

Today’s interview is with Alex Genov, Head of Customer Research for I spoke to Alex when I was in Las Vegas in June and talked […]
August 11, 2016

Zappos: Customer experience, employee experience, culture and holocracy – Interview with Rob Siefker of Zappos and Zappos Insights

Today’s interview is with Rob Siefker, Senior Director of Customer Service Operations at and one of the speakers at Zappos Insights, a team within the […]
June 24, 2013

A little less conversation, a little more action please

Customer service is good for marketing, but only if you deliver. Advertising yourself as being customer centric or delivering great customer service is fair enough if […]