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Zappos's CEO on Going to Extremes for Customers
Hsieh, TonyArticle HBS-R1007A-EService and Operations ManagementIn 2004 the biggest problem the online shoe retailer Zappos faced was how to staff its customer call center with dedicated, high-caliber service reps. The company's headquarters were in San Francisco, where the high cost of living-and the upwardly mobile Silicon Valley mentality-deterred people from making customer service a career. Although it is an internet company, Zappos finds that most customers telephone at least once at some point. Its phi...Starting at €8.20