Becoming Known for Service Excellence – Aligning Who You are With Who You Say You Are

excellence-in-businessI have often suggested that a measure of a person and of a brand is what people say about you when you are not around. Many customer voices are included throughout my book The Zappos Experience but it seems only fitting, given the innovative use of Twitter at Zappos, to share how some customers “tweet” their take on the Zappos Experience in 140 characters or less. For instance:

@ptubach “Went to an Indian restaurant that gave me a free beer for showing up too early to get my food. This place is like the Zappos of Indian food!”

From my perspective, the Zappos Experience reflects a culture committed to impassioned service delivery, transparent communication, acceptance of differences and weirdness, a highly playful/highly productive and innovative business where staff and customers become fully engaged and emotionally connected. Micah Solomon, contributor to Forbes.com, posed the question – “What would it mean if your business could become: the Zappos of muffler shops? the Ritz-Carlton of hardware stores? the Starbucks of hospitals?” He goes on to say “To become the Ritz-Carlton of screwdriver distributors, or whatever your particular situation may be, is going to be a lofty, time-consuming, and somewhat expensive undertaking. It’s not going to happen overnight. Even if you learn to deliver Ritz-level service once, that is far, far different from building your systems, your hiring processes, and your cultural mindset to allow such service to occur as the norm in your organization.”

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Joseph Michelli

Joseph Michelli

Joseph Michelli, Ph.D., is a certified customer experience professional, one of Global Guru’s top three experts on customer service, the author of nine business books about companies like Airbnb, Starbucks, Zappos, Mercedes-Benz, and The Ritz-Carlton Hotel Company. In addition to being a Wall Street Journal and New York Times #1 bestselling author, Joseph helps leadership teams improve the experiences they provide for team members and customers. He also is an internationally sought-after keynote speaker on leadership and customer or patient experience.

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