Last week I received an advanced copy of The Zappos Experience. I look forward to cracking open the book today and reading about one of my favorite brands, Zappos, written by one of my favorite authors, fellow brand strategist and mentor, Joseph A. Michelli, Ph. D. The book will be available soon for you and without yet reading it myself, I feel confident in recommending it to you.
I was first introduced to Dr. Michelli reading one of his earlier works, The Starbucks Experience. I recall distinctly digesting as much as I could, at a Starbucks in San Antonio. I was in Texas working with a client on a P-12 education brand project and could not wait to share with my client how I thought the Starbucks brand development process could be applied to a school system. I had felt strongly about this application before, but now Michelli was confirming it for me. Later the book became required reading for the client's senior leadership team.
Since then I have had the pleasure of meeting Dr. Michelli and appreciate his time and mentor-ship. I have enjoyed reading his later works, The New Gold Standard, which provides an insider's view of The Ritz-Carlton Hotel Company, and Prescription for Excellence, the story of the UCLA Health System brand and the amazing on-brand experiences employees and patients soak up every day.
Now comes The Zappos Experience. Those of you who follow this blog, have read my take on Zappos and the model for customer service provided by the Zappos brand. You have also read my previous accolades about the Joseph Michelli brand. This read should be quite a ride for us brand fanatics. If you are not already, I anticipate the read will turn you into a brand champion. Enjoy the trip!
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