How to create a breeding ground for great customer service? It starts with a remarkable company culture and small interventions, as my old collegue Tom de Bruyne would say.
Yesterday, I encountered yet another example by Zappos. After my collegue Sam asked them a question, an internal email was sent out (see above). I just fell in love with the sentence “Sam asked a question! Lets wow this person and get back to them right away!”. Extremely simple but elegant way to motivate employees to actually live and act on the Zappos company culture.