He focused on building repeat customers and word-of-mouth marketing, said Wendy Johansson, global vice president of experience at digital agency Publicis Sapient.
“This shifted the brand-driven retail industry from a traditional measure of eyeballs on advertising campaigns, to one focused on a better digital ecosystem around the product engagement of the retail brand,” Ms. Johansson said.
Wall Street Journal, November 30, 2020
https://www.wsj.com/articles/five-customer-service-lessons-from-the-late-tony-hsieh-11606785549
Wendy Johansson 