The Power of Delivering Happiness: The Biggest Marketing Shift of Our Generation

Zappos revolutionized marketing by shifting its call center focus from minimizing call time to maximizing customer happiness. This strategic decision fostered customer loyalty and set a new industry standard, emphasizing the importance of customer satisfaction over traditional metrics.

In what way did Zappos' approach to customer service differ from the traditional metrics used in the industry?

What is the significance of converting unhappy customers to happy customers according to the text?