Marketing Genius from Maple Creative


Marketing tips, observations & philosophy, plus a few rants and random musings - from those who practice, preach and teach marketing, research, advertising, public relations and business strategy.

Monday, September 08, 2008

Zappos Truly Engaged with Customers

Twitter can be kind of fun. I've been on it for about a year. My lovely wife is now on it, too. And so is her sister. While we were poolside at the beach this Labor Day weekend, we were doing a bit of Twittering. One of our observations was that--now this year--the Crocs style of shoe appeared to be quite out of style. So I put out the following Tweet:
Observation from the beach::: Crocs are soooo 2006. What's the hot new beachy
footwear? @
zappos? from txt

Notice the @zappos. I had a hunch that the world's leading shoe merchant might have something to say about the question.

Not more than 48 hours later, I got a reply. Not just any reply--but a reply from the CEO of Zappos. Here was his response:

i don't know if there are any new beach footwear brands this season! at
least none that i personally know of... CEO -Tony / zappos
follow me at
reply on the web at

That, my friends, is one incredible example of managing your online presence and finding ways to connect with customers. Kudos to Tony and the other marketing geniuses at Zappos. We'll have more great marketing examples--of customer engagement, of creating loyalty, of inspiring raving fans--from Zappos to share in the days ahead.

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Blogger Skip Lineberg said...

Tony noticed this blog post and sent me a direct message on Twitter:

thanks for the blog post!! I share it with the entire company.

-Tony, Zappos CEO


5:14 PM

Anonymous rebecca said...

That's really cool! Suzanne from "Chickens In The Road" blog got a personal reply from the President of Rogers and Mazza's after her post about pepperoni rolls.

12:42 PM

Blogger Skip Lineberg said...


That's awesome! Yet, isn't is somewhat sad that this whole topic of companies doing the right things, the basic things (like listening to and responding to customers), has become the exception instead of the norm?


1:51 PM


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