The Innovationexcellence website posted an article which asks the question, wouldn’t it be great if you could do customer service like Zappos? Or design like Apple? Or innovation like 3M? Who wouldn’t want to be like those firms? Well, it’s not so simple. The entire Zappos business model is built around delivering awesome customer service – and that unless you build your entire business model around this as well, you won’t have Zappos-level service.
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