It’s important to constantly challenge and stretch yourself, and not be stuck in a job where you don’t feel like you are growing or learning. - Tony Hsieh

minutes away from the UPS Worldport hub means that a lot of customers order as late as midnight EST, and are surprised when their orders show up on their doorstep eight hours later. This creates a WOW experience, which our customers remember for a very long time and tell their friends and family about. We receive thousands and thousands of phone calls and e-mails every single day, and we really view each contact as an opportunity to build the Zappos brand into being about the very best customer service and customer experience. Seeing every interaction through a branding lens instead of an expense-minimization lens means we run our call center very differently from most call centers. Most call centers measure their employees’ performance based on what’s known in the industry as “average handle time,” which focuses on how many phone calls each rep can take in a day. This translates into reps worrying

En Zappos, un ejemplo de la jerarquía de los clientes en el trabajo sería el siguiente: • Recibe el artículo correcto (cumple las expectativas). • Gastos de envío gratis (cumple los deseos). • Sorprendente elevación de categoría al recibir su artículo al día siguiente (cubre las necesidades no reconocidas). LA JERARQUÍA DE MASLOW

Act weak when strong, act strong when weak. Know when to bluff.