Zappos Social Media Customer Service = Superb Social Media Marketing | January 27, 2011 | By Aaron Schoenberger

Customer service is a tricky maneuver that, if done right, can produce excellent results (recurring customers) or, if done wrong, will result in an epic catastrophe.

I have to admit that I’m not a big shopaholic and buy shoes every so often. However, when I do think of snagging a pair of kicks, Zappos is my one-stop-shop. Why? Let me tell you…

Zappos has absolutely the best customer service in the universe, and social media plays a large role in such. Every company should study Zappos for customer service tips as they have made fans out of the most critical shoppers, including myself.

Today, while browsing Twitter, I noticed a Tweet from @LewisHowes about Zappos and felt compelled to respond. Within a very short amount of time I received a mention/message from @Zappos_Service. They didn’t try to shove a sale down my throat, instead they commented on the brand of shoes I purchased (Bruno Magli) and mentioned loving shoes. Smart, in no way self-serving, and very social. This is what customer service on social channels is all about.

Check out the conversation below.

Zappos: Keep kicking butt and offering awesome deals. We love you!

Aaron Schoenberger
The Brainchild Group

Zappos on Twitter - Social Media



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