{"id":926,"date":"2012-01-19T15:21:32","date_gmt":"2012-01-19T20:21:32","guid":{"rendered":"http:\/\/chicagoexecutivecoaching.com\/smartleadership\/?p=926"},"modified":"2023-05-11T12:17:43","modified_gmt":"2023-05-11T17:17:43","slug":"customer-connectivity","status":"publish","type":"post","link":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/customer-connectivity\/","title":{"rendered":"Customer Connectivity Contrast: Are You More Like Google or Zappos?"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div>\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"926\" class=\"elementor elementor-926\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8f71995 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"8f71995\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-27fc599\" data-id=\"27fc599\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9606dc7 elementor-widget elementor-widget-template\" data-id=\"9606dc7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"section\" data-elementor-id=\"12411\" class=\"elementor elementor-12411\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1255d61 elementor-section-full_width elementor-section-content-middle elementor-section-height-default elementor-section-height-default\" data-id=\"1255d61\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-6264de3\" data-id=\"6264de3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-61125fc elementor-widget elementor-widget-theme-post-title elementor-page-title elementor-widget-heading\" data-id=\"61125fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Customer Connectivity Contrast: Are You More Like Google or Zappos?<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c1117e elementor-align-center elementor-widget elementor-widget-post-info\" data-id=\"2c1117e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-fcfa45b elementor-inline-item\" itemprop=\"author\">\n\t\t\t\t\t\t<a href=\"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/author\/lbwebmaster\/\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-user-circle\" viewBox=\"0 0 496 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M248 104c-53 0-96 43-96 96s43 96 96 96 96-43 96-96-43-96-96-96zm0 144c-26.5 0-48-21.5-48-48s21.5-48 48-48 48 21.5 48 48-21.5 48-48 48zm0-240C111 8 0 119 0 256s111 248 248 248 248-111 248-248S385 8 248 8zm0 448c-49.7 0-95.1-18.3-130.1-48.4 14.9-23 40.4-38.6 69.6-39.5 20.8 6.4 40.6 9.6 60.5 9.6s39.7-3.1 60.5-9.6c29.2 1 54.7 16.5 69.6 39.5-35 30.1-80.4 48.4-130.1 48.4zm162.7-84.1c-24.4-31.4-62.1-51.9-105.1-51.9-10.2 0-26 9.6-57.6 9.6-31.5 0-47.4-9.6-57.6-9.6-42.9 0-80.6 20.5-105.1 51.9C61.9 339.2 48 299.2 48 256c0-110.3 89.7-200 200-200s200 89.7 200 200c0 43.2-13.9 83.2-37.3 115.9z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-author\">\n\t\t\t\t\t\t\t\t\t\tTom Lemanski\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-64a3176 elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t<a href=\"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/2012\/01\/19\/\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-calendar\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M12 192h424c6.6 0 12 5.4 12 12v260c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V204c0-6.6 5.4-12 12-12zm436-44v-36c0-26.5-21.5-48-48-48h-48V12c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v52H160V12c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v52H48C21.5 64 0 85.5 0 112v36c0 6.6 5.4 12 12 12h424c6.6 0 12-5.4 12-12z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>January 19, 2012<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-9c8288a elementor-inline-item\" itemprop=\"commentCount\">\n\t\t\t\t\t\t<a href=\"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/customer-connectivity\/#comments\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-comment-dots\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M144 208c-17.7 0-32 14.3-32 32s14.3 32 32 32 32-14.3 32-32-14.3-32-32-32zm112 0c-17.7 0-32 14.3-32 32s14.3 32 32 32 32-14.3 32-32-14.3-32-32-32zm112 0c-17.7 0-32 14.3-32 32s14.3 32 32 32 32-14.3 32-32-14.3-32-32-32zM256 32C114.6 32 0 125.1 0 240c0 47.6 19.9 91.2 52.9 126.3C38 405.7 7 439.1 6.5 439.5c-6.6 7-8.4 17.2-4.6 26S14.4 480 24 480c61.5 0 110-25.7 139.1-46.3C192 442.8 223.2 448 256 448c141.4 0 256-93.1 256-208S397.4 32 256 32zm0 368c-26.7 0-53.1-4.1-78.4-12.1l-22.7-7.2-19.5 13.8c-14.3 10.1-33.9 21.4-57.5 29 7.3-12.1 14.4-25.7 19.9-40.2l10.6-28.1-20.6-21.8C69.7 314.1 48 282.2 48 240c0-88.2 93.3-160 208-160s208 71.8 208 160-93.3 160-208 160z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-comments\">\n\t\t\t\t\t\t\t\t\t\tOne Comment\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a17d19d elementor-widget elementor-widget-html\" data-id=\"a17d19d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div style=\"text-align:center;\u201d>\r\n<span class=\"bsf-rt-reading-time\"><span class=\"bsf-rt-display-label\" prefix=\"Reading Time\">\n\t\t<\/span> <span class=\"bsf-rt-display-time\" reading_time=\"2\"><\/span> \n\t\t<span class=\"bsf-rt-display-postfix\" postfix=\"mins\"><\/span><\/span>\r\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-70a0327\" data-id=\"70a0327\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-228f411 elementor-widget elementor-widget-theme-post-featured-image elementor-widget-image\" data-id=\"228f411\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-featured-image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-content\/uploads\/elementor\/thumbs\/no-phone350-qon9js5aqadxnoniw6by6zx690e2d49shisknj2whs.png\" title=\"no-phone350\" alt=\"No Phone Calls\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-da1cd4d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"da1cd4d\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ef63514\" data-id=\"ef63514\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e4a3863 elementor-widget elementor-widget-heading\" data-id=\"e4a3863\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Two Internet Companies, Two Opposite Approaches to Customer Interaction\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e8f646 elementor-widget elementor-widget-text-editor\" data-id=\"1e8f646\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>I\u2019m old enough to remember the days when the phone company would charge extra for customers who wanted unpublished phone numbers. That was when people actually used phone books. I also remember when businesses would NEVER have unpublished phone numbers.\u00a0 Then came the internet where some companies have grown mightily despite not publishing their phone numbers. I recently completed studying two very successful Internet companies with two vastly different approaches to customer interaction. As part of my self directed curriculum at\u00a0<a href=\"https:\/\/vista-development.com\/automobile-university\/\" target=\"_blank\" rel=\"noopener\">the Automobile University<\/a>, I recently listened to the audio books that detail the internal workings and cultures at\u2026<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-eb56137 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"eb56137\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wider\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-611a1d2\" data-id=\"611a1d2\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-48113a1 elementor-widget elementor-widget-text-editor\" data-id=\"48113a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><strong><a id=\"static_preview_img\" href=\"http:\/\/www.amazon.com\/gp\/product\/B009F7CVP6\/ref=as_li_tf_il?ie=UTF8&amp;camp=211189&amp;creative=373489&amp;creativeASIN=B009F7CVP6&amp;link_code=as3&amp;tag=chicaexecuc0b-20\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" id=\"static_img_preview\" class=\"alignright\" style=\"border: 0px none;\" src=\"https:\/\/images-na.ssl-images-amazon.com\/images\/I\/51mrCRYO6ML._SL250_.jpg\" alt=\"\" width=\"100\" height=\"150\" border=\"0\" title=\"\"><\/a>Google<\/strong><\/h3><p>The book:<em> <a id=\"static_txt_preview\" href=\"http:\/\/www.amazon.com\/gp\/product\/B009F7CVP6\/ref=as_li_tf_tl?ie=UTF8&amp;camp=211189&amp;creative=373489&amp;creativeASIN=B009F7CVP6&amp;link_code=as3&amp;tag=chicaexecuc0b-20\" target=\"_blank\" rel=\"noopener\"><strong>I&#8217;m Feeling Lucky<\/strong>: The Confessions of Google Employee Number 59<\/a><\/em> by Douglas Edwards<\/p><p><strong>VS.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-978b4ee\" data-id=\"978b4ee\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b51931c elementor-widget elementor-widget-text-editor\" data-id=\"b51931c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><strong><a id=\"static_preview_img\" href=\"http:\/\/www.amazon.com\/gp\/product\/0446576220\/ref=as_li_tf_il?ie=UTF8&amp;camp=211189&amp;creative=373489&amp;creativeASIN=0446576220&amp;link_code=as3&amp;tag=chicaexecuc0b-20\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" id=\"static_img_preview\" class=\"alignright\" style=\"border: 0px none;\" src=\"https:\/\/images-na.ssl-images-amazon.com\/images\/I\/51yHTga6taL._SL250_.jpg\" alt=\"\" width=\"116\" height=\"175\" border=\"0\" title=\"\"><\/a><\/strong><\/h3><h3><strong>Zappos<\/strong><\/h3><p>The Book:\u00a0<a id=\"static_txt_preview\" href=\"https:\/\/www.amazon.com\/gp\/product\/0446576220\/ref=as_li_tf_tl?ie=UTF8&amp;camp=211189&amp;creative=373489&amp;creativeASIN=0446576220&amp;link_code=as3&amp;tag=chicaexecuc0b-20\" target=\"_blank\" rel=\"noopener\"><strong>Delivering Happiness:<\/strong>\u00a0A Path to Profits, Passion, and Purpose<\/a>\u00a0by Tony Hsieh<\/p><h3>\u00a0<\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-110eaeb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"110eaeb\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-82451d1\" data-id=\"82451d1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-bb8644b elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"bb8644b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-4728b1a\" data-id=\"4728b1a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e2d7570 elementor-widget elementor-widget-heading\" data-id=\"e2d7570\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">All Calls Barred\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5708e43 elementor-widget elementor-widget-image\" data-id=\"5708e43\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"281\" height=\"300\" src=\"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-content\/uploads\/no-phone350-281x300.png\" class=\"attachment-medium size-medium wp-image-7551\" alt=\"No Phone Calls\" srcset=\"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-content\/uploads\/no-phone350-281x300.png 281w, https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-content\/uploads\/no-phone350-140x150.png 140w, https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-content\/uploads\/no-phone350.png 350w\" sizes=\"(max-width: 281px) 100vw, 281px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-877a509\" data-id=\"877a509\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-530ed28 elementor-widget elementor-widget-text-editor\" data-id=\"530ed28\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If you have ever interacted with Google as a customer, it is unlikely that you have ever had a live conversation with a real person. From the book, it is clear that Google\u2019s founders believe in that line from Field of Dreams; I<em>f you build it, they will come<\/em>. Through their technical superiority they\u2019ve succeeded in becoming a verb in the search world and monetizing their free search service with ads and other services.\u00a0 But they\u2019ve always had unpublished phone numbers and still do.\u00a0<a href=\"https:\/\/www.google.com\/contact\/\" target=\"_blank\" rel=\"noopener\">Here\u2019s their contact page<\/a>, sans phone numbers.\u00a0 They have an unwritten contract with their customers:\u00a0<em><strong>Don\u2019t call us. We won\u2019t call you.<\/strong><\/em>\u00a0As a consumer of both their Adwords and Checkout payment services, I\u2019ve painfully experienced their cumbersome troubleshooting systems that arrogantly ignore the possibility that my problems could exist or that I would want them resolved in less than 48 hours.\u00a0 So much for either instant gratification or crisis remediation. If you consider the tortuous path of today\u2019s corporate phone menu systems (dial 1 for English) perhaps we\u2019re better off without trying to use the phone. In contrast, Zappos, the on-line footwear retailer, is not your ordinary internet company. Not only can you call them, they actually call their customers to gain insight and rapport.\u00a0 Superior Customer relations is a Zappos differentiator. Based on the success of both Google and Zappos, it\u2019s fair to say that either approach can work.\u00a0 That is, if you choose your approach and assure that it works for your customers. In addition to being web based businesses, the two have one other common trait.\u00a0 Both made the top 20 of\u00a0<a href=\"http:\/\/money.cnn.com\/magazines\/fortune\/best-companies\/2012\/full_list\/\" target=\"_blank\" rel=\"noopener\">Fortune\u2019s 100 Best Companies to Work For<\/a>.\u00a0 Google is #1, Zappos is #11. Happy employees remain a key to delighting customers whether you can have a phone conversation or not.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d3524fe elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d3524fe\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8a18421\" data-id=\"8a18421\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a56498f elementor-widget elementor-widget-text-editor\" data-id=\"a56498f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h4><strong>Editorial<\/strong><\/h4><p>In Google\u2019s case, they transitioned from solely providing free search to the world to having paying customers for advertising and financial services.\u00a0 But their unpublished phone numbers prevailed. To add to customer frustration, Google takes pride in hiring students with no less than 4.0 grade point averages.\u00a0 The result is their virtual communication is haunted by\u00a0<a title=\"Overcoming The Curse of Knowldege\" href=\"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/overcoming-the-curse-of-knowldege\/\">The Curse of Knowledge<\/a>. Their non-wiz-kid paying customers are often tortured by confusing menus and limited feedback forms that make us long for Zappos-like telephone support.\u00a0 Is it possible to maintain customer loyalty without really trying?\u00a0 Stay tuned.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Ten years ago, who would have imaged successful businesses with unlisted phone numbers? <\/p>\n","protected":false},"author":3,"featured_media":7551,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpscppro_dont_share_socialmedia":false,"_wpscppro_custom_social_share_image":0,"_facebook_share_type":"","_twitter_share_type":"","_linkedin_share_type":"","_pinterest_share_type":"","_linkedin_share_type_page":"","_instagram_share_type":"","_medium_share_type":"","_threads_share_type":"","_google_business_share_type":"","_selected_social_profile":[],"_wpsp_enable_custom_social_template":false,"_wpsp_social_scheduling":{"enabled":false,"datetime":null,"platforms":[],"status":"template_only","dateOption":"today","timeOption":"now","customDays":"","customHours":"","customDate":"","customTime":"","schedulingType":"absolute"},"_wpsp_active_default_template":true},"categories":[106],"tags":[291,129,39,130],"class_list":["post-926","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-attraction","tag-customer-attraction","tag-delivering-happiness","tag-linkedin","tag-unlisted-phone-numbers"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-content\/uploads\/no-phone350.png","jetpack_shortlink":"https:\/\/wp.me\/p1I2Yr-eW","_links":{"self":[{"href":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-json\/wp\/v2\/posts\/926","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-json\/wp\/v2\/comments?post=926"}],"version-history":[{"count":0,"href":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-json\/wp\/v2\/posts\/926\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-json\/wp\/v2\/media\/7551"}],"wp:attachment":[{"href":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-json\/wp\/v2\/media?parent=926"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-json\/wp\/v2\/categories?post=926"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/chicagoexecutivecoaching.com\/smartleadership\/wp-json\/wp\/v2\/tags?post=926"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}