Published by shannon October 8th, 2008 in no category
Twenty hours ago, I tweet about a pair of shoes I am thinking of ordering. Then I order them.
Nineteen hours ago, I get this message:
Although you originally ordered Standard (4 to 5 business days) shipping and handling, we have given your order special priority processing in our warehouse and are upgrading the shipping and delivery time frame for your order. Your order will ship out today and be given a special priority shipping status so that you can receive your order even faster than we originally promised!
This morning, I get a message that the Zappos CEO is following me on Twitter.
This afternoon, the shoes are waiting for me on the porch when I get home.
Ladies and gentlemen, welcome to astoundingly kickass 21st century customer service. (Also, for the record, either my feet are re-shrinking, or Doc Martens really do run super-big. And they are as adorable as the picture would have you believe, too). They also make it crazy easy to blog about or link to their products with short links — see the product page for the shoes I got. Seriously. Take a clue from Zappos if you want to stay in business and thrive in a tough economy.
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Awesome! Maybe we should tweet about shoes more often!
And there, Amy says it all.
I love Zappos. Tiny feet, usually need to try on and return shoes over and over. Cannot find “grown up” looking, well made, comfortable kid shoes in stores, so I order. Stuff is generally on my doorstep within 48 hours max, with simple and easy and equally fast returns. Love them.
I got the same service on Zappos - and I never posted on Twitter. I’m not sure how they decide - or if they do it all the time, when they can. BTW - don’t you just LOVE Zappos! I wear a size 4 shoe - so it’s not easy to find cool shoes in bricks and mortar stores.
Yup, like Claire, I’ve been “upgraded” on shipping. So they love you just because AND the CEO is watching your tweets. But I love Zappos, too. Aside from the occasional risk of shoes not fitting (and actually the feedback from others on the fit does a very good job of helping one know whether they will, and at times that’s better than my in-store perception, or certainly better than my child’s in-store perception of fit!), it’s way more convenient for me to look for shoes in the middle of the night or at 6 in the morning, and then have them show up on my doorstep. If I had to go to 2 or 3 shoe stores to find what I wanted, that could take hours of driving around and being irritated. Plus, it’s not like everyone carries a flowery doc marten mary jane in your size. Or a leopardy one. That’s on my “favorites” now.