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A Happy Zappos Customer Says:

"Dear Zappos, My name is Ben. I am 22 and live in York, Pennsylvania. I have used your website a number of times over the past few years, and after having spent the majority of my adult life working in retail and customer service, I know that recognition for a job-well-done can occasionally seem hard to come by... but when I received a pair of shoes last week within 24 hours of placing the order, I could no longer contain my satisfaction. I traveled to malls and outlet centers all over south-central PA in search of a size 10 pair of Onitsuka Tigers, Ultimate 81 in black and grey, but to no avail. The only reason I didn't log on to Zappos in the first place is that I tend to be a little impatient when it comes to material things. When I want something... I want it NOW! I know, it's a problem. I'm working on it. Regardless, I couldn't find the right shoe in any store, so I visited your site knowing full-well that you would have them in stock. I placed the order on Thursday, assuming they would arrive around Tuesday (it had taken about four days in the past, and of course I had to take the weekend into account). However, upon my arrival to work the next morning, I checked my email only to find one from you, stating that my order had been upgraded to priority mail, free of charge, for no reason other than the fact that you seem to be completely devoted to your customers, whom you apparently realize are your most valuable asset as a business. I read the email and thought, "Hey, that's pretty cool! They really didn't have to do that. Now I might get my new kicks even sooner than I thought!" So, with a certain sense of feeling appreciated for a change, I got to work. The day eventually ended, and I went home, where I found a box marked "Zappos.com" waiting outside my door. If only you could have captured the look that I'm sure came across my face at that moment... your marketing division would have had a field day. Not only had it taken less than a day for my package to arrive, but these are by far the most comfortable shoes I've ever owned. In fact, I may need to send one of these letters of thanks to the fine people at Asics once I'm finished with this one. Thanks to you, I had a little extra spring in my step (both literally, and figuratively) over Father's Day Weekend. My girlfriend and I went to see her dad, and during dinner, he mentioned that he needed new sneakers. He'd been looking for Pumas, but couldn't find a pair that he really liked. Guess where I recommended he looked. With gratitude, your customer for life, P.S. He bought the Pumas."

Ben , Jun 22, 2009

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