Latest / The Operations Podcast with Fexingo: Process, People, and Profit in Modern Business
How Zappos Turned Customer Service Into A Profit Center
In this milestone two hundredth episode, Lucas and Luna examine how Zappos transformed its customer service department from a cost center into a genuine profit driver. They explore the specific operational decisions that allowed the company to offer free shipping and returns while maintaining healthy margins, focusing on the cultural shift that empowered frontline employees to solve problems without scripts or strict time limits.
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The skinny
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