Zappos gets it right: Shoes, Social Media & Customer Service

Last week, I wrote a blog post about Twitter, the fast growing microblogging platform that allows users to blog 140 character ‘tweets’ to their closest friends, followers and yes, even strangers. Twitter, although, originally created to keep up with what your friends are up to, has quickly become an easy way for companies to monitor their reputation online.

Zappos.com, one of the largest online shoe merchants, known for its outstanding customer service and amazingly large selection of shoes (personal experience) has recently taken to Twitter. They have set up a Twitter feed page on their site which follows online mentions about the company and ‘tweets’ made by their employees.

Zappos.com has been the online sweetheart of many bloggers. With amazing customer service stories like, I Heart Zappos, this one and one more, it’s hard to NOT love them. Zappos.com did not set out to win over bloggers, they set out to win over their customers…and some of them just so happened to be bloggers. With one flower bouquet, Zappos.com managed to win over thousands of bloggers and fans. According to Yahoo Site Explorer the “I Heart Zappos” post currently has close to 2,000 inbound links! Talk about free publicity!

As a company committed to customer service, it is a smart move for Zappos to embrace Twitter. Following their company’s brand online will help them pro-actively remedy any negative mentions online and humanize the company by following their employee’s tweets.