Branding Through Customer Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our phil… - Tony Hsieh

No tengo todas las respuestas. Pero espero que haya tenido éxito en conseguir que empieces a hacerte las preguntas correctas. ¿Estás trabajando en la maximización de la felicidad cada día? ¿Cuál es el efecto neto de tu existencia en la cantidad total de felicidad en el mundo cada día? ¿Cuáles son tus valores? ¿Qué te apasiona? ¿Qué te inspira? ¿Cuál es tu meta en la vida? ¿Cuáles son los valores de tu empresa? ¿Cuál es el propósito superior de tu empresa? ¿Cuál es tu propósito más elevado? Al caminar con un propósito chocas con el destino. BERTICE BERRY

potential to increase the lifetime value of the customer. Usually marketing departments assume that the lifetime value of a customer is fixed when doing their ROI calculations. We view the lifetime value of a customer to be a moving target that can increase if we can create more and more positive emotional associations with our brand through every interaction that a person has with us. Another common trap that many marketers fall into is focusing too much on trying to figure out how to generate a lot of buzz, when really they should be focused on building engagement and trust. I can tell you that my mom has zero buzz, but when she says something, I listen. To that end, most of our efforts on the customer service and customer experience side actually happen after we’ve already made the sale and taken a customer’s credit card number.

Thousands of candles can be lit from a single candle, and the life of the candle will not be shortened. Happiness never decreases by being shared. — BUDDHA