One of the most powerful communications tools still remains the pen and paper. While technologies such as blogs, video and photo sharing sites, and phones that can capture and post all of that content, have helped to create a 24/7, always-on communications and news cycle, it has only enhanced how powerful a simple pen and piece of paper can be. Now, you’re probably starting to reach this post and think I’m insane. But, what I’m referring to is not writing memos, or publishing newspaper articles, capturing notes during a meeting or anything like that. I’m talking about the power that a simple hand-written note can wield. Notice, I did say hand-written.

Every so often, though, I spend time with a company that is so original in its strategy, so determined in its execution, and so transparent in its thinking, that it makes my head spin. Zappos is one of those companies.

We are a small company who is trying to do big things. In order to be successful, we need to reduce drag - to remove the processes, bureaucracies and commitments that slow us down and don't pay off.

"Kudos to Sirius for making me reconsider what I was — admittedly — considering.... Double kudos ... for unloading their old inventory through their customer service channel as freebies and incentives to encourage customer retention. Smart..."

The Long Wow is a means to achieving long-term customer loyalty through systematically impressing your customers again and again. Going a step beyond just measuring loyalty, the Long Wow is an experience-centric approach to fostering and creating it.

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