James Kouzes on Rising to the Leadership Challenge

    Jan 24, 2019

    Founded in 1999, the online shoe retailer Zappos.com has been an astonishing success story, growing to nearly $1 billion in sales. Even more impressive than its sales numbers, however, are the numbers of customers who rave about Zappos’ customer service excellence. The company’s success at customer service starts with its training program. In this interview, Zappos training manager Rachael Brown tells Edgewise how the company develops its stellar customer service—and why Zappos offers new employees $1,000 to quit. For additional training on this topic, consider these AMA seminars: * Customer Service Excellence: How to Win and Keep Customers * Leading Extraordinary Customer Service * Developing and Executing a Customer-centric Strategy * Training the Trainer * Advanced Sales Management To learn more, read these AMACOM Books: * The Loyalty Advantage: Essential Steps to Energize Your Company, Your Customers, Your Brand by Dianne Michonski Durkin * Customer Service Training 101 by Renee Evenson * The Art of Winning Commitment: 10 Ways Leaders Can Engage Minds, Hearts, and Spirits by Dick Richards * Beyond Training and Development by William J. RothwellThe Leadership Challenge, one of the best-selling leadership books of all time, is considered by many as the most trusted source on becoming a better leader. With this fourth edition, James M. Kouzes and Barry Z. Posner issue a new collection of case...The Leadership Challenge, one of the best-selling leadership books of all time, is considered by many as the most trusted source on becoming a better leader. With this fourth edition, James M. Kouzes and Barry Z. Posner issue a new collection of case studies relevant to today's world to illustrate a timeless mission that all great leaders share. Kouzes and Posner offer up five basic points that the best leaders use to motivate. Jim Kouzes is an Executive Fellow at the Center for Innovation and Entrepreneurship at the Leavey School of Business, Santa Clara University. Jim is featured as one of the workplace experts in George Dixon's book , What Works at Work: Lessons from the Masters (1988) and in Learning Journeys: Top Management Experts Share Hard-Earned Lessons on Becoming Great Mentors and Leaders edited by Marshall Goldsmith, Beverly Kaye, and Ken Shelton (2000). Not only is he a highly regarded leadership scholar and an experienced executive, but The Wall Street Journal has cited him as one of the twelve most requested non-university executive education providers to U.S. companies.AMA_Edgewise_0827.mp3