From the category archives:

zappos.com

Lean Thinking and the Amazon Kindle

by Pete Abilla December 11, 2009

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 [...]

7 comments continue reading

Goodbye Customer: Loyalty, Costs, Complexity, and Recovery

by Pete Abilla August 22, 2009

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 [...]

19 comments continue reading

Amazon and Zappos Sitting in a Tree

by Pete Abilla July 22, 2009

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  [...]

5 comments continue reading

“Reply All” and the Bystander Problem

by Pete Abilla June 28, 2009

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 [...]

13 comments continue reading

Customer Service – A Chance for Redemption

by Pete Abilla March 24, 2009

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. On March 18, 2009, I went to Home Depot to buy some tools to [...]

26 comments continue reading

Tony Hsieh, CEO of Zappos, Summary

by Pete Abilla January 19, 2009
This entry is part 1 of 7 in the series tony hsieh

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 [...]

0 comments continue reading

Tony Hsieh, CEO of Zappos, Part 5

by Pete Abilla December 23, 2008
This entry is part 2 of 7 in the series tony hsieh

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 [...]

0 comments continue reading

Tony Hsieh, CEO of Zappos, Part 4

by Pete Abilla December 22, 2008
This entry is part 3 of 7 in the series tony hsieh

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 [...]

0 comments continue reading

Tony Hsieh, CEO of Zappos, Part 3

by Pete Abilla December 19, 2008
This entry is part 4 of 7 in the series tony hsieh

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? We [...]

0 comments continue reading

1 of 212