Review: The Zappos Experience: 5 Principles to Inspire, Engage, and Wow

The Zappos Experience: 5 Principles to Inspire, Engage, and Wow by Joseph A. Michelli
My rating: 4 of 5 stars

Zappos is known for their excellent customer service. In this book, the author, Joseph Michelli, investigates the company to determine how they have architected their company to provide this service. He breaks it down into 5 sections, but it can truly be focused on creating company process that enables stellar service, and creating HR processes that focus on benefiting the employee and the company. For instance, Michelli describes using anecdotes how employees have responded to customer issues, even those not involving the products being sold. An example is sending flowers to a customer who is dealing with returning shoes bought by her mother, who died before handling the return. An example of HR processes that Michelli highlights is the extensive employee training curriculum offered by the company, and the free use of business books from the company library. (Of course, since they are now owned by Amazon, I can understand the book benefit.) The book did bring up an issue that wasn’t covered in much detail – given this company has a single large office, with a second large office being built during the timeframe of this book, and with a large warehouse, geographically distant, the company would need to ensure their workers in all locations could deliver that high level of customer service. But it seemed from my reading that the training classes and many of the HR tactics to build a cohesive workforce (like invite-a-coworker-to-lunch prompting) generally require co-located employees. A minor miss, but perhaps this will be followed up on by other authors or editions. My favorite gleaning from this book is that Zappos openly calls themselves “weird”. And given many of the examples of employee parties, as well as company processes, that seems an apt description. It’s working for them.

Michelli includes questions within each chapter to help the reader consider adapting Zappos’ ways in their own companies. I enjoyed the author’s voice in this book, and appreciated the way the author categorized Zappos’ somewhat unique way of working. While I am not in a position in my company to enact these strategies and tactics, I can see how these descriptions could change an executive's thinking. Another excellent company dissection by Michelli.


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