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Customer service and the Zappos experience


Public Relations Society of America hosts customer service guru Jan. 26 at the Atlantis


RENO, Nev. — At Zappos, it’s all about happiness – happiness within the company and, more importantly, customers who are happy with their purchases from the fast-growing, online shoe retailer.

Las Vegas-based Zappos has a mission to deliver superior customer service – not from a department within the company but as a way of life. The result of that customer-centered vision took Zappos from being a small startup in 1999 to being purchased by Amazon for $1.2 billion just 10 years later.

On January 26, 2011, Reno will be treated to a rare opportunity to hear Zappos’ Community Architect, Thomas Knoll (@ThomasKnoll), discuss how Zappos keeps its customer-centered mission flourishing.

“I help businesses discover and love their customers,” Knoll said. “For me, talking to and understanding customers is a joy. I love to get in their head, figure out what makes them tick, understand their perspective and help them feel heard.

“While I have a technical background, I love people more than technology, and truly believe technology is just a tool to help people make the world a better place.”

Knoll previously held positions at Swordfish, the social media short-linking service Seesmic and he founded ekklesiaLab, a social media consulting company.

“Zappos practices public relations from the inside out, creating the kind of customer service experience that turns customers into brand ambassadors,” said Annie McFarland, president of the Sierra Nevada Chapter of PRSA. “Anyone who wants to know how to thrive in business and improve customer service should attend this luncheon.”

Knoll will speak Wednesday, Jan. 26, 2011, at the Atlantis Casino Resort Spa. The event begins at 11:00 a.m. Knoll’s talk will start at 11:30 a.m.

The event is $20 for chapter members, $30 for non-members and $15 for students. Seating is limited, so registration prior to the event is required. Registration closes at 5 p.m. on Friday, Jan. 21. Register online at www.PRSAReno.org.

RSVPs and cancellations must be received by 5 p.m. on Friday, Jan. 21. The Sierra Nevada chapter bills for RSVP no-shows.

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