Zappos. Everyone loves their use of social media. They are the poster child for how a brand can use social media to evangelize.
*Scooby Noise* Errr? Did not have such a good experience.
I put up this post about a pair of shoes I wanted. I then went into Twitter and said “Hey @zappos, maybe you can help me out” and linked to the post. All I wanted was someone from Zappos to send me a few URLs with shoes that were similar so I didn’t have to comb through the site myself. And it took them a month to finally catch on, and I got three different people sending me messages on the subject. One of them found the exact pair for twice as much as I’d bought them for, but by this time, I’d already bought a similar pair of shoes from a department store for 30 dollars less. I was in Europe with limited internet access by the time they got back with me. Meh.
I COULD NOT HAVE MADE THIS SALE ANY EASIER FOR THEM. I took a pic of the shoe I wanted with the size. Go and find it and send me a URL and NOT a product code, and do it when I ask you to and NOT weeks later. I give you money. Done. I operate the Twitter feed for @sunandski, and if someone made a sale this easy they would get a response within hours and perhaps minutes.
Zappos is not the cheapest shoe site online by any stretch. Yes, they give you free shipping two ways, but if they charge more than even the manufacturer of the shoe, who cares? You can charge more if you offer the service, but in this instance, my shopping experience was not made any easier by going with Zappos.
Crucify me for pointing this out. I really don’t care.