On February 23rd, I traveled from Chicago to Vancouver on United Airlines 1119, an Airbus 319. On final approach into Vancouver, the flight attendants came by for a visual inspection to ensure that passengers were belted in, seat backs were in the upright position and (I assume) to make sure that carry-on items were stowed properly. I signaled to the flight attendant that the backpack stowed … [Read more...]
How Zappos WOWs Their Customers
February 25, 2009 By 11 Comments
As both a consumer and customer service critic, Tony Hsieh's (sounds like 'Shay') recent presentation at Yanik Silver's Underground Seminar really resonated with me. Zappos did over 1 billion dollars in 2008 and Tony talks about how he'd rather spend money on things that improve the customer experience (what he calls the "WOW" factor) than on marketing. For example, Zappos runs a very … [Read more...]
A Few Hours in Washington, D.C.
February 24, 2009 By Leave a Comment
Once again I had the privilege and pleasure of attending Yanik Silver's Underground Seminar in Washington, D.C. and how I wish MORE of our industry conferences were held here. What an awesome city! … [Read more...]
