PRINCIPLE 2
Make It Effortlessly Swift

The more effort customers must
put forth in a service interaction,
the less likely they are to be loyal.

—JEFFREY HENNING

In the discussion of Principle 1, “Serve a Perfect Fit,” you saw how Zappos selects and orients for a service culture. The leadership at Zappos views culture strength as the foundation for employee engagement and, ultimately, for customer loyalty. Zappos leaders understand that a cohesive culture and a highly involved workforce contribute to a wide range of robust business outcomes. In fact, research consistently demonstrates the connection between employee engagement and productivity, employee retention, improved safety, and overall business profitability. By building a tight employee community, Zappos has developed a platform for outstanding service. But correlations between workforce engagement and customer loyalty are nothing more than....