Robert Richman

Robert Richman, co-creator of Zappos Insights and author of The Culture Blueprint, dives into the transformative power of company culture on customer service. He emphasizes the need for a service-oriented culture and discusses innovative recruitment strategies that prioritize empathy. Richman explores how AI can enhance service while maintaining human creativity, and advocates for employee involvement during technology rollouts. He also stresses the importance of viewing customer complaints as opportunities for growth and celebrating positive experiences.