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A Happy Zappos Customer Says:

"Dear Zappos: I am an occasional customer of your site. I've always been impressed with your selection and prices, and overly impressed by your customer service, but now I am proud to be a Zappos customer, and somehow part of your impressive company. You see, I am a member of an online horse community. Our membership is thousands strong, but we still consider ourselves close knit “friends”. Recently one of our dearest members (Lynne S. of Pennsylvania) lost her husband after a brief battle with pancreatic cancer. We were devastated by her loss, her pain was palapable, even over the net. Today she posted about how Zappos had sent her flowers. Apparently she is a hard to fit size and needed comfy appropriate shoes to wear as she walks behind her husband’s casket when he is buried in Arlington (he was a vietnam vet). She explained this to your customer service, who shipped her shoes in record time, and in the correct size. A couple days later she received a bouquet of flowers from Zappos, expressing sympathy on the loss of her husband. That gesture meant so much to her, to have that touch of humanity and kindness from strangers. And it means so much to us, her virtual friends, who sit back and feel kind of far away and helpless at times, to see someone else reach out to this wonderful, kind woman during this difficult time. Thank you, to the customer service rep who went the extra mile to do something so wonderful and thoughtful. Your kindness has sent ripples through our online community (and created more loyal Zappos customers). And thanks to a company that employs that type of person and allows them to touch peoples lives through such a simple, humane gesture. Thank you. Wendy"

Wendy, Dec 6, 2008

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