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Podcast 1 min read

Direct from Relate 2024—with Zappos Insights co-creator Robert Richman

Join us in Las Vegas where we sat down with Robert Richman, author of The Culture Blueprint, and had attendees place their bets on the future of customer service.

By Maggie Mazzetti, Staff Writer

Last updated May 2, 2024

If you missed our biggest customer event of the year, you’re in luck. This week, we’re taking you direct to Las Vegas, onto the expo floor, and behind the scenes with our very special guest—Relate headliner Robert Richman.

As co-creator of Zappos Insights and author of The Culture Blueprint, Richman helps Fortune 500 companies build the kind of company culture that inspires stellar customer service and delivers tangible business results.

“The most amazing fact that the finance department figured out at Zappos was that the lifetime customer value is, on average, $200,” he said. “But if you cross-reference that data with people who called in, had a problem, and got it resolved, that lifetime value went up as much as six times.”

Tune in to hear Richman’s top tips for hiring right, why Sesame Street is a great metaphor for the AI revolution, and how to navigate big change. We also asked some lucky Relate attendees to peer into their crystal balls and predict the future of customer service.

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Have a question for a Zendesk expert, interested in being a guest, or want to suggest a topic for a future episode? Drop us a line at—we’d love to hear from you.

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