Everybody has their own private Mount Everest they were put on this earth to climb.” — Hugh MacLeod - Tony Hsieh

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

didn’t know it at the time, but ten years later I would learn that research from the field of the science of happiness would confirm that the combination of physical synchrony with other humans and being part of something bigger than oneself (and thus losing momentarily a sense of self) leads to a greater sense of happiness, and

about how quickly they can get a customer off the phone, which in our eyes is not delivering great customer service. Most call centers also have scripts and force their reps to try to upsell customers to generate additional revenue. At Zappos, we don’t measure call times (our longest phone call was almost six hours long!), and we don’t upsell. We just care about whether the rep goes above and beyond for every customer. We don’t have scripts because we trust our employees to use their best judgment when dealing with each and every customer. We want our reps to let their true personalities shine during each phone call so that they can develop a personal emotional connection (internally referred to as PEC) with the customer. Another example of us using the telephone as a branding device is what happens when a customer calls looking for a specific style of shoes in a specific size that we’re out of stock on. In those instances, every rep is trained to research at least three competitors’ Web sites, and if the shoe is found in stock to direct the customer to the competitor.