So excited to know a company out there still values quality, like Zappos. With Quality in my background all my life, and growing up in a family business, insuring quality in the work place is crucial to success. Knowing someone out there, like Tony Hsieh, CEO of Zappos, still values Customer Satisfaction, both internal and external, makes me feel so happy just knowing that. To me, the economy went down when quality was the first thing that many companies pushed out of their agenda to improve their bottom line.
When many companies started copying each other looking for ways to cut back, the first thing they cut was always their Quality department. They started to take their eyes off the most important things and started to focus on lesser matters. Needless to say, many of those companies no longer exist today.
On the other hand, the companies that kept their quality department and kept their call center in-house, and looked for ways to improve their quality, those companies survived and thrive today. Zappos is one of the examples of bringing back Quality to the workplace with focus on internal and external customer experience with quality in every level. That is the back bone of true business success. Zappos proves us right. Focus on the culture and make every customer experience the best ever.
Here, watch this video and see the message of the company Zappos, how its call center runs with "Quality in Customer Experience", as Tony calls it. Enjoy.
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