Zappos’ CEO on Using Corporate Relocation to Preserve Customer-Led Culture
Harvard Business Review
JANUARY 3, 2014
One of the most significant came in early 2004 when we decided to relocate from San Francisco to Las Vegas. Our biggest problem then was customer service—specifically, finding the right employees to staff our call center. We staff our call center 24/7. We don’t hold reps accountable for call times.
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