Zappos

May 22, 2020
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You can call Zappos to ask for help on anything—one doctor did and was able to help 300 COVID-19 patients

Imagine this. A hospital that is busy dealing with coronavirus patients finds that it is running out of pulse oximeters, the little gadgets that clip onto […]
August 31, 2018
Less is more

Are you doing personalization wrong?

Personalization is becoming an increasingly important element in the pursuit of a differentiated customer experience. It has also come a long way, in recent years, according […]
July 24, 2018
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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 Zappos.com. I spoke to Alex when I was in Las Vegas in June and talked […]
December 23, 2017
how to wow

57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 1

Over the course of the last 18 months and since How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing was published I’ve continued […]