Ryo Zsun is the Culture Mystro at Zappos and leads campus tours. He is a stellar example of what a zapponian really means.
His adventure started in the Zappos Café as a Barista, the following year he joined the elite Zappos Customer Loyalty Team [ZCLT] WOWing customers in their call center.
In 2014, he joined an amazing team known as The Zappos Culture Guides, giving tours 4 times a day to guests from all over the world who come to visit our Zappos HQ to see what their culture looks like in action.
Present-day, you’ll find Ryo traveling & sharing his personal stories, experiences, and passion for company culture & customer service as a keynote speaker for Zappos Insights, Inc.
What’s one thing people might not know about you?
As the world is in a mad dash to find the right gifts, how is Zappos helping their customers out? [Holiday Help]
Does everyone needs to participate in Holiday Help?
What stories do you have from your Holiday Help time?
I’m sure there are ideas the come with ways to improve the customer experience while on Holiday Help, so how do they go about that?
What ideas have come up that you’ve implemented? [Ask Anything, Zappos Adaptive program]
You talk about the importance of wowing your customers, but do you also wow your employees or business partners?
Customer service doesn’t always go perfect, so what are a couple of stories you have when Zappos righted a mistake?
Last year, you implemented Virtual Santa, which you are doing again this year, can you tell my listeners more about that?
What book or person has influenced you the most in the past year?
If you could leave a note to all CSRs, and it would hit their desk Monday at 8 am, what would it say?
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