To Rob Siefker, customer feedback doesn’t get much better than this:
“Funny, a person that I have never met — and probably never will — touched my life in a lasting way.”
The quote came near the end of the keynote session at the Stella Summit LevelUp virtual event Tuesday, where the senior director of customer service at online shoe retailer Zappos was talking about how his organization tries to deliver “Wow” experiences through its agents.
Siefker, who joined the organization in 2004, has helped Zappos expand its customer service department to a team of more than 600 based in Las Vegas. His career journey has been one where he was expected to last little more than a few weeks to one where the culture has evolved considerably.
“(Originally) we were kind of
Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.