Comments on: A Day of Culture https://plusdelta.net/2011/07/a-day-of-culture/?utm_source=rss&utm_medium=rss&utm_campaign=a-day-of-culture Project Management, Change Management. Leadership Coaching Wed, 15 Apr 2020 15:51:15 +0000 hourly 1 https://wordpress.org/?v=6.8.3 By: Philippa Gamse https://plusdelta.net/2011/07/a-day-of-culture/#comment-70 Fri, 29 Jul 2011 20:45:00 +0000 https://www.plusdelta.net/?p=2183#comment-70 To your point about the monetization of the Zappos' culture, I recently interviewed Rob Siefker, Director of the Customer Loyalty Team, for my upcoming book.  I asked Rob about the return on investment of their approach, and he said:

“We don’t look at it like that. We don’t try to figure out why
not to do it, or whether we’re getting
enough bang for the buck. We’re committed to meeting the needs of our customers. And the results speak to our great service. 75 percent of
our purchases come from repeat business and recommendations to family and
friends.”

It was a fascinating interview – and I wish that some of the other companies that we have to deal with frequently would adopt some of this philosophy.

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