Here’s Proof of the Great Zappo’s Service


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A week or so ago I was again taking part in my favorite tweet chat, #custserv, hosted by Marsha Collier, Roy Atkinson, Al Hopper and Greg Ortbach that takes place every Tuesday evenings 9pm ET.

Here's Proof of the Great Zappo's Service

During the chat I answered a question as you can see below:

It was answered by fellow chat member Nate Brown who innocently tagged Zappo’s in the tweet…

In the freewheeling spirit of the chat I answered Nate…

Lo and behold, within 1 minute we received this tweet from Zappo’s…

Now, we have all heard about the great service Zappo’s provides and how they set the standard for engagement with their customers.  But I had no idea that they apparently have personnel monitoring social media for mentions of their company and respond in such a timely and unique way.  Hover over me for more info

What can we learn from this?

Customer engagement takes on many forms, over and above the actual direct transaction and purchase of a product or service.  Too many times the business moves onto the next customer, steadfast in the notion the customer will undoubtedly return.

But will they?

We enjoy periodic communication with college room mates, past coworkers and far away family; since we wish to always be in their thoughts, but too many businesses fail to do the same with their customers.

How many times do you get an email, text or “snail mail” from a business you frequent that isn’t a direct promotional piece?  Probably never, or at least rarely.  Businesses like Zappos takes a different approach to customer contact, and almost every thing else.

So what’s the outcome of this?  Well, by their unexpected tweets, Zappos impressed me and I willingly wrote this post about the company.  Now, “tens of thousands” of people will read this post and have a positive impression of the company – an impression that may lead to a future purchase or at least the sharing of this story.

Bottom line: provide value to your customers and unexpected engagement.  Priceless…

Republished with author's permission from original post.

Steve DiGioia
Steve uses his 20+ years of experience in the hospitality industry to help companies and their employees improve service, increase morale and provide the experience their customers' desire. Author of "Earn More Tips On Your Very Next Shift...Even If You're a Bad Waiter" and named an "ICMI Top 50 Customer Service Thought Leader" and a "Top Customer Service Influencer" by CCW Digital, Steve continues his original customer service, leadership and management-based writings on his popular blog.


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