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A Happy Zappos Customer Says:

"Too often, we as consumers tend to contact companies only when they have done something wrong. Being in a product manager in a service/technical business myself, I feel it is just as important-and possibly even more important-to let companies know when they have done something right. Zappos has done something right-your service is exemplary. I am writing today to ask that you please continue to offer the same high level of service that I have come to admire so greatly, not just as a customer, but as a businessperson who appreciates the need to exceed customer expectations. I have placed 3 orders with Zappos in the past month and each time I continue to be amazed at the quality of both the service and the product that I have received. The items have arrived well-packaged, ahead of the expected date of delivery (overnight, in fact, in the case of the last 2 orders), and the return procedures have been clear and effortless. With each order, you have exceeded my expectations. I have never received such prompt, clear, and courteous service with any online company that I have worked with-including my own-as I have received with Zappos. I believe that your company is a model for the future. Please keep up the great work you are doing. You have not only won me over as a loyal customer, but your business model has impacted and challenged my thinking as a professional. Kind regards, Brian S "

Brian S., Jan 6, 2009

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