My two guests for this segment are Maura Sullivan, the Customer Loyalty Team Manager for Zappos, and Barbara Burke, internationally renowned customer service expert, speaker and author. Barbara is possibly best known for her motivational Monday Aha’s. Barbara and Maura recently presented a joint presentation in San Deigo and are the perfect people to discuss how to gain a customer's loyalty through culture and core values.
Maura discusses various ways that Zappos keeps their employees and customer's happy and what makes them stand apart from other operations, including 'creating fun and a little weirdness' (the number 3 value listed out of 10 on the Zappos website). Barbara discusses why she thinks Zappos has suceeded in creating both a strong value system and culture, as well as her thoughts on how to best create this for your organization.