On Tony Hsieh, Customer Experience, and Logistics Outsourcing
Talking Logistics
NOVEMBER 30, 2020
There is a lot of focus today on competing on customer experience and the role of supply chain and logistics in enabling it. But one of the first companies, particularly in the e-commerce era, to embed customer experience in its culture and leverage it as a competitive differentiator was Zappos (which Amazon acquired in 2009.
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