You’ve been Faced at the Bathroom Blogfest 2011


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How fun is this?  Another year participating in the Bathroom Blogfest! For more on this week of blogging on bathroom and customer experience related themes check out

Now, faster than you can hit the “flush lever” let me “plunge” into my content…

I was standing at a urinal in Zappos Headquarters (probably more information than you needed) reading a flyer that had been posted at my eye level.  The headline on the flyer read “have you been faced?”  With that tease, I had to read on….

The flyer essentially was alluding to a culture enrichment game that was created by a group of new hires at Zappos.  The “you got faced” concept was an extension of a prior community building concept called the “face game.”  I talk about both the face game and “you got faced” in my recently released book The Zappos Experience here’s an excerpt:

An example of how Zappos facilitates personal connections between staff members is the “face game.” In essence, the game begins each time an employee logs into the Zappos intranet.  Upon login, before an employee can get to work, he or she is presented with a picture of a random fellow Zapponian.  The individual is then provided four employee names along with a “don’t know” option.  After the employee chooses a name, the screen indicates if that choice was correct and then the full bio of the actual individual is shown.

Noel Cusimano, Buyer for the clearance and discount site, which is operated by Zappos Development Inc., shares how the biographical information in the face game has additional value: “People can click on you and see your journey in the company.  It gives them something to relate to or to talk to you about. You can also select things like, ‘I’d love to have people job shadow me’ or ‘I’m really interested in this topic,’ so you can search for people in the company with similar interests to yours. That idea came from our Speaker of the House who wished for a database where she could tag people and could pull up everyone, for example, who love doing face paintings or who are artists.”

The face game has been taken to yet another level thanks to a final project completed by participants in a Zappos culture class.  That class developed the “you got faced” project in support of the Zappos value to build a positive team and family spirit. According to Rachael Brown, Zappos Pipeline Manager, “You got faced encourages Zapponians to send an email to someone whose face popped up on their screens but who they didn’t know well enough to name correctly. The class suggested the email carry the subject line ‘you got faced’ and that the email invite the person to lunch or to do something to get to know one another.  That culture class came up with the you got faced campaign, splashed it everywhere, and marketed it throughout the company. That’s an example of how we are always looking for opportunities to build the Zappos family connection.”

If you would like to try a sample of the “face game” check out this link….

However, if you can’t wait to connect with the community of other Bathroom blogfest bloggers, I’ve provided that list below.

Susan Abbott

susanabbott Customer Experience Crossroads
Paul Anater Paul_Anater Kitchen and Residential Design
Shannon Bilby ShannonBilby From the Floors Up
Toby Bloomberg TobyDiva Diva Marketing
Laurence Borel blogtillyoudrop Blog Till You Drop
Bill Buyok AventeTile Avente Tile Talk
Jeanne Byington jmbyington The Importance of Earnest Service
Becky Carroll bcarroll7 Customers Rock!
Katie Clark practicalkatie Practical Katie
Nora DePalma NoraDePalma O’Reilly DePalma: The Blog http://www.oreilly/
Nora DePalma ProfessorToilet American Standard’s Professor Toilet
Paul Friederichsen pfriederichsen The BrandBiz Blog
Tish Grier TishGrier
Emily Hooper FCNewsMag Floor Covering News Blog
Diane Kazan dkazan Urban Design Renovation
Joseph Michelli JosephMichelli Dr. Joseph Michelli’s Blog
Veronika Miller Modenus Modenus Blog
Arpi Nalbandian TileEditor Tile Magazine Editors’ Blog
David Polinchock Polinchock Polinchock’s Ponderings
David Reich davidreich my 2 cents
Victoria Redshaw & Shelley Pond scarletopus Scarlet Opus Trends Blog
Bethany Richmond carpetruginstit Carpet and Rug Institute Blog
Bruce D. Sanders RIMtailing
Paige Smith Neuse Tile Blog
Stephanie Weaver experienceology Experienceology
Christine B. Whittemore cbwhittemore Content Talks Business Blog
denise lee yohn deniseleeyohn brand as business bites
Chris Woelfel tileexperts Artcraft Granite, Marble & Tile Co.

Republished with author's permission from original post.

Joseph Michelli, Ph.D.
Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.


  1. Joseph,

    Wonderful story, perfect for Bathroom Blogfest 201! Thanks for making the experience so rich.



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