Five Customer-Service Lessons From the Late Tony Hsieh

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