Zappos is well known for having highly engaged and committed customers due to their phenomenal customer service. But such high customer engagement is only possible if your employees are highly engaged and committed too.
That’s why Zappos has implemented some interesting recruiting practices, as Bill Taylor discusses in the video below. During the training and onboarding process for new Zappos employees, they are offered $1000 to leave the company – thereby ensuring that those who choose to stay really do want to be there!
Another topic discussed is the tremendous amount of empowerment that Zappos employees have – a very high level of responsibility is pushed out to employees at the front lines of customer interaction. There are no scripts or time limits for customer service calls, and this empowerment is of course what allows employees to make decisions, without any need for authorization, and do whatever needs to be done to make customers happy.