“Wow” Works for Zappos, But It Won’t Work For You – Here’s Why
Myra Golden
SEPTEMBER 13, 2016
A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.
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