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A Happy Zappos Customer Says:

"Blog Post on UTODD.com A week before Christmas I decided it was getting time to secure my wife’s present, so I went online, but I had to make a pit stop at twitter because I’m weak like that. That’s when I noticed this tweet from @zappos . Free VIP club membership? Unsure what that meant, I clicked the link and discovered if I signed up, I’d get FREE OVERNIGHT SHIPPING forever. Very cool, so I bit. And soon after my bite, I not only completed my Christmas shopping for my wife, but also found a pair of boots for me! When the package arrived, I quickly wrapped her part of the shipment and placed it under the tree, then I tried on my boots. They fit, yeah. They made me taller, yeah. They had grease smudges on them, boo. Thought the company that I discovered via social media would not mind hearing my complaint via social media, so I posted a pic on flickr. In the photo’s description I stated: It’s not like I’m going to get them shrink wrapped and display them in a case, pretty sure I’ll destroy them in a year’s time, but still kind of bummed that zappos would send them out like this. After I posted the pic, I DMed (Direct Messaged) @zappos on twitter with a link to my flickr pic. No less than 20 minutes later my phone rang. Caller ID read Zappos and I freaked. No way. Really? Yep. 1984 more than just a book (and Van Halen album)? Big Brother sells boots? Phone conversation went a little like this: *Me*: Hello (acted like I didn’t know it was them) *Rep*: Hey, heard you have a problem with a Zappos order? *Me*: Yeah, how do I clean my boots? *Rep*: No need to clean them, a new pair is already being sent. *Me*: You’re awesome. I smell a blog post. I got my new/smudge-free boots in the mail the next day. And an e-mail with my return label for UPS, but here’s the catch. This all took place before/during Christmas, a time that’s wicked crazy for people with three young kids and a love for beer and Bloody Marys. Long story short, I forgot to mail back my smudged boots. Serious, I forgot. And here’s where zappos is brilliant! They haven’t yelled at me. Not even a nasty email reminding me that my memory is failing. Brilliant? How is that brilliant you ask? I *LOVE* my new boots. In fact, I love them so much, I want two pair (one for work and one for up north on the weekends). Congratulations Zappos, you’ve just made another sale. Really, feel free to charge the American Express card – I’m keeping the smudged pair. And thanks for not only being an awesome company, but for being an awesome company that uses social media to enhance the customer's experience."

, Dec 1, 2008

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