An Inside Look at Zappos Customer Service Metrics

This is a guest post from Ashley Furness of Software Advice Zappos is renowned globally as the model for customer-centric culture, partially for the e-retailer's unique approach to performance management. "Zappos invests in the call center not as cost, but the opportunity to market," Joseph Michelli explained to me recently. He authored a whole book

December 14, 2012|Tags: , , |