Praise for The Zappos Experience

“Often, business owners look at media darlings like Zappos with their mouths agape, full of awe but unable to take action. For those eager to do more than watch, Joseph Michelli deconstructs the Zappos story and makes it attainable.”

Seth Godin
author of Poke the Box

“In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic and happiness being crafted by one of the most influential companies of our generation.”

Eric Ryan
method cofounder
person against dirty

“Zappos uses Net Promoter every day to make sure they are wowing customers and employees. In The Zappos Experience, Joseph Michelli shows how they do it. Zappos demonstrates that the best way to profitably grow a business is to build an army of promoters. Michelli shows you how Zappos builds that promoter army by making customers, employees, and investors very happy.”

Fred Reichheld
Bain Fellow and author of
The Ultimate Question 2.0

“This book provides a roadmap to a successful business by taking inspiration and examples from one of the most innovative, progressive companies of our time. Don’t just read it; use it.”

Tony Hawk
professional skateboarder and author of
HAWK—Occupation: Skateboarder and
How Did I Get Here? The Ascent of an Unlikely CEO

“This is an enchanting book about an enchanting company. If you’re looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you’ve hit the mother lode.”

Guy Kawasaki
former chief evangelist of Apple and author of
Enchantment: The Art of Changing Hearts, Minds, and Actions

“Almost everybody knows about Zappos’ success, but few understand how Zappos achieved it. Now, thanks to Joseph Michelli, you can learn exactly how Zappos hit it big and how you can too. By using the five principles Joseph has distilled, you can supercharge your efforts and start down the path to legendary success.”

Mark Sanborn
President, Sanborn & Associates, Inc. and author of
The Fred Factor and You Don’t Need a Title to be a Leader

“I don’t think I’ve ever seen as an engaged and enthusiastic collection of employees as I have at Zappos. Not coincidentally, Zappos is becoming a religion for its evangelical customers. It’s worth your time to learn how you can create your version of The Zappos Experience!”

Chip Conley
founder and executive chair,
Joie de Vivre Hospitality and author of PEAK