Zappos is Connecting with Customers

December 18th, 2010 by admin under Customer Service, Methodology, Response

Earlier this week, Rob Flemming and I had the opportunity to cross a long awaited item off our To Do list: The tour of Zappos HQ in Henderson, Nevada. Zappos has been an inspiration for us at Trustworthy for years. We’ve read Tony’s book and heard him speak many times. We’ve studied the Zappos Culture [...]

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The Truth About Outsourced Call Centers

October 27th, 2008 by admin under Customer Service, WTF is Wrong With People?

The more I experience and read about outsourced call centers (foreign or domestic), the more I’m convinced there has to be a better way. This post in The Consumerist today is, on the surface, about an insider’s run-in with an identity thief, but what I take away after reading all the comments is that the [...]

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