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If Zappo's Can do it - what are you missing out on?

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Tony Hsieh, CEO of Zappo’s spoke at the AMA Tampa Bay Luncheon on Monday – he drove his Happiness Bus right into town and shared his story! The Telephone helped build his brand and continues to help him grow.

Tony said that he built his brand using The TELEPHONE – Facebook and Twitter. Shades of our article: The Telephone: The original social media which you should read.

Tony has everyone that he hires go through the same training and they must also spend 2 weeks in customer service taking calls. This is an amazing commitment to an instrument that now gets ignored and taken for granted. Many businesses I know are unbranding their image by poor phone handling.

In a B2B environment which I tend to be in the touch points where the phone can negatively impact your business brand is answering, accounts, marketing, sales, customer service …and anyone else who touches a customer.

Thank about you voice mail message. How consistent is it. How does it sound? Will the caller feel special or one of a number of calls your machine took that day!

Your phone branding is as important as your spend on advertising/marketing. You should spend as much energy and dollars as you do on other parts of the business looking at how the phone is either supporting your brand or hurting it.

Are you winning or losing business based on your phone branding? Do you even know?

At Telephone Effectiveness we do just that..We will help you know if you are making or breaking your brand and relationships.

We start at the beginning – the receptionist – and work our way through the organization to determine if you are supporting your brand or un-doing your brand.

We hope to hear from you and look forward to helping your business grow!


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