Zappos: Customer experience, employee experience, culture and holocracy - Interview with Rob Siefker of Zappos and Zappos Insights

Today’s interview is with Rob Siefker, Senior Director of Customer Service Operations at Zappos.com and one of the speakers at Zappos Insights, a team within the Zappos Family of Companies that was created simply to help share the Zappos Culture with the world and to inspire positive change in the workplace. Rob joins me to talk about the School of Wow at Zappos Insight, what Wow service means to them, employee experience and holocracy. This interview follows on from my recent interview – Making customer interactions more human by using analytics, decisioning and artificial intelligence – Interview with Rob Walker of Pega – and is number 185 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.