You know when I pay attention to a recommendation? When it comes from the customer service guru Jack Mitchell, best-selling author of "Hug Your Customers" and owner of Mitchells/Richards/Marsh's.
Still, I'm a putz, so it took me a month or two to actually check out www.zappos.com for myself.
...Don't be a putz!!! Stop, drop, and roll - whatever you're doing right now, abandon it to watch this segment from ABC's Nightline: http://abcnews.go.com/Video/playerIndex?id=5333958
Then, when you're done, go to Zappos and buy something - it doesn't have to be shoes anymore; they've branched out.
You can bet your bottom dollar this amazing company with its refreshing culture and anti-hero* CEO will get its own chapter in my next book.
Yes, they're that good.
*In the not-too-distant future I'm going to take the conversation on this blog from customer service to leadership. When I do, the cult of personality will never be the same.
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