Delivering WOW Through Service with Ryo Zsun from Zappos

CX GOALKEEPER - Customer Experience Goals by Gregorio Uglioni

Episode notes

The CX Goalkeeper had the great opportunity to interview Ryo Zsun

LinkedIn Headline: The Culture Maestro at Zappos | Speaker | Company Culture | Customer Experience

Highlights:

00:00 Game Start

01:00 Ryo's introduction

02:30 Ryo's values

03:38 Why are you working for Zappos?

06:22 What motivate you and all the Zapponians to deliver WOW every day?

07:40 How you wow-ed your customers? (internal example)

10:08 The definition of Service Excellence

11:30 Customer Service examples

18:45 Why calling Zappos?

20:15 Is there a next level in service for Zappos?

22:41 The future of Customer Service

24:15 Book Suggestion

26:41 Ryo's contact details

27:45 Ryo's Golden Nugget

28:41 End of the Game

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Keywords
zapposwowwow momentsbest practicesbest in classe