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Zappos exec outlines the ‘triangle of accountability’ that guides its customer service approach

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Zappos exec outlines the ‘triangle of accountability’ that guides its customer service approach

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.

Rob Siefker Zappos
Rob Siefker, Sr. Director Customer Service, Zappos

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

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