This is the story of how I learned the key to great customer service.
I’d come down to New York for HSM’s World Innovation Forum. The first day of the conference, customer service guru and Zappos chief Tony Hsieh gave his spiel about Zappos being a service company that just happened to sell shoes. In fact, he said, their primary business wasn’t even delivering shoes or clothing. It was delivering happiness. He talked about how they hire — and fire — on their core values, how they’d developed and refined those values over the course of several years, and how their company mission was grounded in the latest science of what makes people happy. There was a music video and a PowerPoint. We got his book, Delivering Happiness, free in our conference bags. It was all compelling, inspiring stuff.