This video is quite enlightening and refreshing. Making repeat customers the core business strategy at Zappos really seems to drive the entire organization in a clear and successful direction.

You’ll hear about the « waow customer experience », the idea of maximizing customer contacts and to be looking forward to these opportunities to discuss and share with your customers (instead of doing all you can to hang up rapidly or responding too fast to people who question you about your project)…

The « building lifelong relationships » with your customers is certainly an approach that appeals to project managers with all of their stakeholders: sponsors, team members, customers, management…