The Zappos slogan is "Powered by Service". Everything that we do is focused with our customer in mind. In fact, our call center has an entire team, called quality assurance, which focuses on making sure our customers' experience is the best it can possible be.

This week our QA team went around the office and surprised some of the employees that received the top customer service scores for the current period.

Our most recent Customer Loyalty Team class graduated last month, and this week, they all got together for lunch to reminisce and talk about how their jobs are going. The best thing about these classes is that it's not just people from our call center taking them. People all through the company, no matter their position, go through the training. This give everyone a chance to meet people in different departments, and grow our team and family spirit.

Check out the class talking about how they enjoyed the training, and how it has affected their current job.

Once the New Hires Graduate from their one month CLT training course they go straight to incubation where they are watched closely and receive helpful feedback to take with them once they are released into the wild. And we know it's stressful being new to the CLT Floor, so they schedule fun Core Value arts and craft time to help relieve some of the tension.

This week our Customer Loyalty Team's graveyard shift celebrated its 5th anniversary. That's right, June 21, 2004 is the day Zappos started WOWing customers 24 hours a day, 7 days a week. One of the reasons Zappos moved to Las Vegas from the Bay Area five years ago, was for the 24 hour workforce and culture that is alive and well in this town. So, shortly after moving to Las Vegas the graveyard shift was started.

The amazing thing is that even though the graveyard shift only started with just a handful of people, five years later, we still have a couple of the original members here working on the shift.

So just remember, when you're curled up in bed at night - "You sleep, they Wow!" And if you ever find yourself up on the computer in the middle of the night, and what to find some shoes, clothes or a handbag, just go to Zappos.com. While you're having fun shopping, if you need help or even just want to say hi, give our graveyard team a call, because they would love to help you out. We're here 24 hours a day, online and in person.

Like the mysterious things that are said to take place in Area 51, there were some really amazing things happening at our own Area 52 here at Zappos last week. Each day emails were sent out about promotions into this area. So we decided to investigate what was happening by speaking to Jane J., our Senior Manager in charge of our Customer Loyalty Team.

Our CLT team is our call center, which is our main interaction of Zappos and our customers. Area 52 is the management staff for CLT. While Zappos is know for customer service, and the amazing job our CLT does is one of the main reasons why, they feel like they want to continuously improve the level of service they give. With Zappos call center growing so rapidly over the past few years, they felt they wanted to make some changes that would strengthen the department, and the service they give even more.

Zappos believes that if you take care of your employees, they will in turn take care of the customers - happy employees = happy customers. The CLT department's goal for this year is to "Develop people and cultivate culture." By promoting several supervisors into management positions, this will allow each manager to have less reps under them, and therefore, build even stronger manager and team relationships.

Congratulations to all those going into Area 52's management staff, and thank you to everyone in CLT for continuing to deliver WOW through service.


Pictured above: Area 52 Customer Loyalty Management Team

Zappos is know for doing whatever it takes to help the customer. The Customer Loyalty Team is trained to take the time to make sure the customer's needs are met - no matter how much time it takes.

Jennifer talks about her record for the longest customer call here at Zappos.