Delivering Happiness: A Path to Profits, Passion, and Purpose, Tony Hsieh (Grand Central Publishing, 2010)
Online retailer Zappos also has something to say about customer service. Written by CEO Tony Hsieh, Delivering Happiness is a book that Sitima Fowler has her employees read. Fowler, co-CEO of MSP Capstone IT in Rochester, N.Y., which is now part of Iconic IT, for which Fowler is vice president of marketing, visited the Zappos call center, observing what the book details firsthand—how Zappos makes a “personal emotional connection” with customers. “I implemented the same program,” she says. “Our clients are expecting us to solve their technical problem; that's why they pay us. But what is going to be not expected is for us to truly care about them as a person and engage in a conversation and then follow it up with something. It could be a card, it could be something else. We encourage our employees to do it by giving them incentives and we measure it.”
Image: Courtesy of Amazon
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