I am a Customer Experience Futurist, Author and Keynote Speaker. Zappos is considered a leader when it comes to customer experience, but it hasn’t always been that way. When Rob Siefker ...

a customer service trainer/ training facilitator for Zappos Insights, the training arm of Zappos that offers programs designed to help other companies learn the ways of Zappos, including one calle ...

151; -- Zappos, the Amazon-owned shoe and apparel retailer, said late Sunday that more than 24 million of its customer accounts had been compromised. Hackers were able to access Zappos customer's ...

A Zappos employee recently had a customer-service call that lasted 10 hours, 43 minutes, breaking an internal record at the Amazon-owned online retailer. On June 11, in Zappos' Las Vegas ...

The online commerce world continues to take a few ugly twists and turns, as online shoe and accessory retailer Zappos—now owned by Amazon—reveals more than 24 million customer accounts were ...

Jacqui Gonzalez once spent an hour and a half on the phone helping a customer. The Zappos.com employee enjoys being generous with the online shoe retailer's money, sending gift baskets and thank ...

PORTLAND, Ore. (AP) - Online shoe seller Zappos.com says a hacker may have accessed the personal information of up to 24 million customers. Customers' credit card and payment information was not ...

Citing an "illegal and unauthorized access" to customer account information, the company reset its customers' passwords. Zappos then urged customers to change their login credentials on any other ...

SAN FRANCISCO -- Our top priority is not customer service but rather company culture, said Zappos CEO Tony Hsieh during the afternoon keynote at BoxWorks 2011 on Wednesday afternoon. If we're ...