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A Happy Zappos Customer Says:

"First of all, I just want to say how much I like Zappos and every shopping experience I have on your site. I come from online retail as well and I know how hard it is to please a customer at every facet of the business. You guys come pretty darn close to satisfying most costumers, if not all of them, in all of these facets. I especially enjoy the customer service and free shipping, of course, but what prompted me to write to you was the last customer service call I had about 4 days ago regarding an exchanging I was making. I ordered a pair of shoes that ran a bit longer and I wanted to see how a smaller size would fit. On Thursday morning, at about 6:30am when I was on my way to the gym, I called customer service as instructed and inquired about the shipping label. I said I was actually doing an exchange for a smaller size and what I heard next was a big surprise… the customer service rep (who was extremely nice) checked to see if the smaller size was available, which I already knew it was and told me she was going to apply my payment to that new pair so they could shipped right then and there and I would be able to get them the next day which was a Friday… in case I wanted to wear them on the weekend. WOW!!! That was something I had been dreaming about hearing from all the companies I deal with, but none had the "guts" do to it... until Zappos. Simply outstanding! I'm always happy to do business with you and have to say I've come to admire your company a great deal. I even thought to myself... isn't that a company I would love to work for? I'm a firmer believer that (outstanding) customer service is the new marketing and it seems that you guys figured this out pretty well. I wish my company (which, by the way, is the leader in our industry) would do the same. We have an outstanding service overall, but still needs work. Unfortunately, I wasn't able to attend SXSW this past March, but have gone through your interesting presentation. I'll be sure to visit Zappos on my next stop in Vegas... and can I get a copy of your corporate culture book? Should be delightful reading! I will be on the look out for you on these events, would be a great pleasure to meet you one of these days. Thanks for reading this email! Katia"

Katia, Mar 24, 2008

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