zappos.com
Lean Thinking and the Amazon Kindle
I receive emails from recruiters – frequently. So, as a favor to them, I am posting a job for your interest: the hiring company is Amazon.com.
Below is one job description and contact information, but if you go to the Amazon.com website, there are over 50 open positions looking for people with experience in Lean Thinking and Six Sigma.
I receive emails from recruiters – frequently. So, as a favor to them, I am posting a job for your interest: the hiring company is Amazon.com.
Below is one job description and contact information, but if you go to the Amazon.com website, there are over 50 open positions looking for people with experience in Lean Thinking and Six Sigma.
Goodbye Customer: Loyalty, Costs, Complexity, and Recovery
Goodbye Customer.
That is sometimes what we say, without knowing the full costs and burden that proposition means on the business. Ironically, businesses are often unaware that their actions are pushing the customer away while at the same time trying to recover and retain them through expensive customer retention programs. Metaphorically, this is like pushing the customer away and pulling the customer back — at the same time. It is no wonder that customers have had enough.
Goodbye Customer.
That is sometimes what we say, without knowing the full costs and burden that proposition means on the business. Ironically, businesses are often unaware that their actions are pushing the customer away while at the same time trying to recover and retain them through expensive customer retention programs. Metaphorically, this is like pushing the customer away and pulling the customer back — at the same time. It is no wonder that customers have had enough.
Amazon and Zappos Sitting in a Tree
As most you know by now, Zappos has entered into a definitive agreement with Amazon.com and will become a wholly owned subsidiary of Amazon. This is exciting and, after speaking with my friends both at Amazon and at Zappos, they are all quite excited too. Congratulations to Amazon, Zappos, Tony Hsieh, and Jeff Bezos 1 2 3 4 5 6 7 8 9.
As most you know by now, Zappos has entered into a definitive agreement with Amazon.com and will become a wholly owned subsidiary of Amazon. This is exciting and, after speaking with my friends both at Amazon and at Zappos, they are all quite excited too. Congratulations to Amazon, Zappos, Tony Hsieh, and Jeff Bezos 1 2 3 4 5 6 7 8 9.
“Reply All” and the Bystander Problem
In 1964, 38 people in Queens, New York, witnessed the murder of one of their neighbors, a young woman named Kitty Genovese. A serial killer attacked and stabbed Genovese late one night outside her apartment house, and these 38 neighbors later admitted to hearing her screams; at least three said they saw part of the attack take place. Yet no one intervened.
In 1964, 38 people in Queens, New York, witnessed the murder of one of their neighbors, a young woman named Kitty Genovese. A serial killer attacked and stabbed Genovese late one night outside her apartment house, and these 38 neighbors later admitted to hearing her screams; at least three said they saw part of the attack take place. Yet no one intervened.
Customer Service – A Chance for Redemption
In a very tough economy, keeping customers happy should have more considerable weight and attention from companies. I had a negative customer experience recently at Home Depot, where they had a chance to redeem themselves from a very poor customer experience.
In a very tough economy, keeping customers happy should have more considerable weight and attention from companies. I had a negative customer experience recently at Home Depot, where they had a chance to redeem themselves from a very poor customer experience.
Tony Hsieh, CEO of Zappos, Summary
This is a summary post, highlighting the 5-part series where Tony Hsieh responds to over 20 questions submitted by shmula.com blog readers.
Below is the post series:
- Interview Questions from shmula.com blog readers
- Tony Hsieh, CEO of Zappos, Part 1
- Tony Hsieh, CEO of Zappos, Part 2
- Tony Hsieh, CEO of Zappos, Part 3
- Tony Hsieh, CEO of Zappos, Part 4
This is a summary post, highlighting the 5-part series where Tony Hsieh responds to over 20 questions submitted by shmula.com blog readers.
Below is the post series:
- Interview Questions from shmula.com blog readers
- Tony Hsieh, CEO of Zappos, Part 1
- Tony Hsieh, CEO of Zappos, Part 2
- Tony Hsieh, CEO of Zappos, Part 3
- Tony Hsieh, CEO of Zappos, Part 4
Tony Hsieh, CEO of Zappos, Part 5
Several weeks ago, Tony Hsieh, CEO of Zappos.com, agreed to respond to readers’ questions. Today is the fifth and final installment to those questions, here are the first, second, third, and fourth installments.
Comment by Rob on December 8, 2008 @ 2:51 pm
What are your thoughts on the thesis of that book “The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs”
Several weeks ago, Tony Hsieh, CEO of Zappos.com, agreed to respond to readers’ questions. Today is the fifth and final installment to those questions, here are the first, second, third, and fourth installments.
Comment by Rob on December 8, 2008 @ 2:51 pm
What are your thoughts on the thesis of that book “The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs”
Tony Hsieh, CEO of Zappos, Part 4
Several weeks ago, Tony Hsieh, CEO of Zappos.com, agreed to respond to readers’ questions. Today is the fourth installment to those questions, here are the first, second, and third installments.
Comment by Joe Rawlinson on December 1, 2008 @ 11:59 am
How do you think great customer service will influence customers in a slow economy when many are becoming more price focused?
Several weeks ago, Tony Hsieh, CEO of Zappos.com, agreed to respond to readers’ questions. Today is the fourth installment to those questions, here are the first, second, and third installments.
Comment by Joe Rawlinson on December 1, 2008 @ 11:59 am
How do you think great customer service will influence customers in a slow economy when many are becoming more price focused?
Tony Hsieh, CEO of Zappos, Part 3
Two weeks ago, Tony Hsieh, CEO of Zappos.com, agreed to respond to readers’ questions. Today is the third installment to those questions, here are the first and second installments.
Comment by Dave on November 26, 2008 @ 6:36 pm
What are your plans for international expansion? Which markets do you see first, and why?
Two weeks ago, Tony Hsieh, CEO of Zappos.com, agreed to respond to readers’ questions. Today is the third installment to those questions, here are the first and second installments.
Comment by Dave on November 26, 2008 @ 6:36 pm
What are your plans for international expansion? Which markets do you see first, and why?
Tony Hsieh, CEO of Zappos, Part 2
Two weeks ago, Tony Hsieh, CEO of Zappos.com, agreed to respond to readers’ questions. Today is the second installment to those questions, the first installment can be found here.
Comment by Gary James on November 26, 2008 @ 10:43 am
Zappos recently laid-off some of the workforce. I have a few questions:
Two weeks ago, Tony Hsieh, CEO of Zappos.com, agreed to respond to readers’ questions. Today is the second installment to those questions, the first installment can be found here.
Comment by Gary James on November 26, 2008 @ 10:43 am
Zappos recently laid-off some of the workforce. I have a few questions:
