EEC PERSPECTIVES

What Can the Utility Industry Learn from Zappos?

Director of E Source Customer Experience Services, Maureen Russolo, believes the utility industry can learn something from online retailer Zappos about customer service and employee management. She discusses some of Zappo’s unique approaches, including focusing on “average speed to answer” versus “average handle time,” and encouraging employees to make a “personal emotional connection” with the customer. Another highlight for Russolo is Zappo’s practice of offering a new hire $4,000 to leave after they’ve completed training if it’s not a good fit. Zappos also puts the responsibility for development on the employee, as raises are given for learning new skills.

 

Read full article here: What Can the Utility Industry Learn from Zappos?

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