When I first heard the term "Zapponian," I imagined a happy little alien who sends people shoes. My imagination wasn't too far off. Zappos, an online shoe and apparel shop, is a one-stop shop for ...

Today more than ever, customer service really matters. Technology is starting to replace many conventional human interactions, but is that a good thing? We all know robot customer service reps fall ...

PITTSBURGH,None — Hackers got into a major retailer's computer system and may have compromised as many as 24 million Zappos.com accounts. E-mails are going out to customers asking them to change their ...

LAS VEGAS, July 19, 2019 (GLOBE NEWSWIRE) -- Birthdays only come once a year, but Zappos.com – the customer service company that just happens to sell shoes, clothing, and more – announced today that ...

Among the DTCs, Zappos is a certified OG. Back in the day, the shoe brand made its name with legendary customer service. But it also pioneered key aspects of the e-commerce user experience. In fact, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Personalization used to be about recognizing a customer ...