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201 GREAT IDEAS for Your SMALL BUSINESS, Third Edition by Jane Applegate

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GREAT 172 IDEA: Customer Service the Zappos Way

Maura Sullivan, senior manager of Zappos' customer loyalty team, frequently does cartwheels around the office. During the holidays, she wears a Santa hat.

Sullivan sets an upbeat and positive tone for the 500-person customer service team answering phones at the super-successful Las Vegas-based company.

In 2009, Zappos (a word play on zapatos, the Spanish word for shoes) was acquired by Amazon for more than $1 billion in a cash and stock deal. The company expected to post $1.2 billion in revenues in 2010, so they must be doing something right. Providing incredible customer service is a core value.

Everyone told founder and CEO, Tony Hsieh, he was crazy to sell shoes online. They were wrong. Zappos' ...

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