Just click on Tony Hsieh's link to hear the podcast from Inforum. He's brilliant, nerdy and an 8 1/2 on the Zappo's weird scale. If I lived in Las Vegas, or wanted to, I might try to work at Zappo's.com.
On this podcast Mr. Hsieh talks about what makes Zappo's so good at customer service. The main point I picked up from the podcast is that he (and everyone else at Zappo's) believe that they don't need to up-sell every time they interact with a customer. In fact, he said the call center employees are trained not to try to sell more stuff to callers. I wish Wells Fargo would learn that this is customer service! Not what they are providing every time I call or walk into a branch and someone tries to force me into opening up another credit card...
Mr. Hsieh also believes that a happy employee will want to provide the best customer service. It's a truly novel idea and I hope it spreads.
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