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...]