Delivering Happiness 2.0 - Behind the Scenes Look at Zappos with Head of Customer Research, Alex Genov In 2009, Amazon bought a start up shoe company that broke the mold by selling entirely over the internet . It differentiated solely on customer service. The legendary stories of their obsession with #DeliveringHappiness (CEO Tony Hsieh's bestseller) shifted paradigms. Amazon paid for $2.1billion for Zappos. Zappos is very much thriving today and poised for the next stage of its adventure. Join us for a fascinating peek into the world of innovation and "meaningful culture" in this episode with speaker, author, PhD, and wicked smart... Alex Genov, Head of Customer Experience Research, as he shares: - Reflections of working with the legendary CEO, the late Tony Hsieh .- Developing a culture of meaning. -Zappos' scrappy beginnings and how that translated to results down the road - The shift that's Zappos is undergoing right now from customer. service excellence to customer experience excellence - Zappos adaptive, which underscores Zappos is commitment to diversity and inclusion. - His new book called, Forget the Customer, See the Person. All that and a sneak preview into a little standup comedy from Alex, which should be a lot of fun. : ) Meet Alex Alex Genov, Head of Customer Experience Research, Zappos.com Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable. Currently Alex is leading Customer Research for the Zappos Family of Companies. In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network. Alex has a PhD in Experimental Social Psychology and over 25 years of relevant experience – 5 years of academic research and over 20 years of customer research in the software industry. Alex's areas of expertise include: defining and measuring emotions, the psychology of individual differences, usability, market research and consumer segmentation, customer experience research and strategy. Here's a link to his new book: Forget the Customer, See the Person: A business guide to deeper customer empathy in uncertain times and beyond https://www.amazon.com/Forget-Customer-See-Person-uncertain/dp/B0B14MBQRZ Contact me if: You have feedback you'd like to share about the podcast You would like to be a guest on the show You would like to book me on your show Email me at [email protected] Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

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