I think the ideal service isn’t all human or all tech—it is a careful balance that keeps efficiency high but prioritizes human connection for moments that matter.

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

This holiday season, Zappos is harnessing shoppers’ love affair with their smartphones to make it easy to shop anywhere and anytime via customer service-driven services such as Ask Zappos and ...

Frei, Frances X., and Annelena Lobb. "Zappos.com 2009: Clothing, Customer Service and Company Culture." Harvard Business School Teaching Plan 614-021, August 2013.

A great lesson on how to do that comes from Zappos, which is already well known for the lengths it goes to maintain its focus on customer service and a positive company culture. It even designed ...

Zappos combines mobile with personal customer service for easy shopping This holiday season, Zappos is harnessing shoppers? love affairs with their smartphones to make it easy to shop anywhere and ...