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Accessibility as Strategy: The One-Way Conversation is Dead

Accessibility as Strategy: The One-Way Conversation is Dead

Tony Hsieh, CEO of Zappos, invented his business on accessibility to their customers. Today’s customers are social customers, so rather than measuring how little time each customer service rep spends on a resolution or general communication, Zappos built a model where employees are rewarded for spending more time conversing with their customers.

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