How Zappos' 10 Core Values, 21 Skill Sets Engaged Contact Center Employees, Raised Customer Loyalty

Posted: 07/05/2011

Zappos is widely recognized for its top-rated customer service and its customers' fierce loyalty. Behind this is a culture of engaged employees fully embued with the company's 10 core values. Jane Judd, senior manager of Zappos' Customer Loyalty team, helps imbue these values into all Zappos’ employees. New hires have extensive training around all 10 values and each month the company picks a different value to celebrate. Ongoing training encourages employees to learn 21 new skills sets, part of the core value to "Preserve growth and learning." Judd shared her expertise at IQPC’s 12th Annual Call Center Week. CMIQ caught up with her after her presentation. The interview is part one of a two-part interview with Zappos' Customer Loyalty team. Check back next Monday for part two.

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