Tony will discuss his new book and answer questions during a live video chat today at 1 p.m. Eastern Time. For more information, and to watch the chat, go to www.inc.com/live. Excerpt from the Inc. article:
Out of nowhere, Jeff said, “Did you know that people are very bad at predicting what will make them happy?” Those were the exact words on my next slide. I put it up and said, “Yes, but apparently you are very good at predicting PowerPoint slides.” After that moment, things got comfortable. It seemed clear that Amazon had come to appreciate our company culture as well as our strong sales.
Still, I had plenty of concerns. Jeff’s approach to business had been very different from my own. One of the ways that Amazon tries to deliver a great customer experience is by offering low prices, whereas at Zappos we don’t try to compete on price. If Amazon gets a lot of customer service calls, it will try to figure out why — maybe there’s something confusing about the product description — and then it will try to fix the problem so that it can reduce the number of phone calls, which keeps prices low. But at Zappos, we want people to call us. We believe that forming personal, emotional connections with our customers is the best way to provide great service.
For Inc.’s full article, click here.
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