At Zappos, customer service starts at the top. Like Zappos, another example of customer service leadership is ISM-BC. Gary Rasmussen built ISM-BC from a start up to $500M in revenue on customer service excellence. He writes:
Bob Garlick of Garlick Marketing sent me an article from Fast Company on The Customer Experience. The first part of the article talks about Dell, but it was the section on Furniture.Com that caught my eye.
Zappos is an online shoe retailer with a difference -- they are fanatical about customer service. Customer service is such a core value at Zappos that they only hire people who fit their customer service and high energy culture. In fact, Zappos gets rid of the people who don't fit their culture early in the hiring process. Read this blog posting by Kevin Lawrence about why Zappos: Makes Sure New People Fit by Bribing the Rest to Quit