How did Zappos.com grow its gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008? They did it by focusing relentlessly on customer service. Jim Carrillo and Duke Cajala are sharing their expertise with you on the Zappos Family commitment to WOWing their customers through service and what they do internally to inspire the Zappos Family culture and core values.
What will you learn and what action items will you take back to the dealership?
1. How the Zappos Family of companies WOW customers every day.
2. The power of repeat customers and word of mouth.
3. Why the Zappos Family culture equals delivering happiness.
Jim Carrillo is manager, Zappos Customer Loyalty Team, Inc. He oversees the leadership training and development team, specifically geared for the customer loyalty team leaders and the live chat department. He also serves as a mentor to cultivate the Zappos culture and develop team members.
Duke Cajala is manager, Zappos Customer Loyalty Team, Inc. He oversees the on-boarding program, which emphasizes identifying culture advocates. He also oversees the team responsible for continuous training and development for the contact center team members.
11th Digital Dealer® Conference & Exposition Featured Speakers: Jim Carrillo and Duke Cajala — Building a Customer-Focused Culture.
We’re building out the agenda, selecting speakers and topics for more than 90 sessions that are laser-focused on all things digital – Your Best Bet for Success! www.DigitalDealerConference.com
