« Unilever Benelux and social media: playing catch up? | Main | CMO Infographic: which social media channel is good for what? »

Tuesday, June 29, 2010

Zappos and Hsieh: the best word of mouth marketer ever?

This article has moved to here: Zappos and Hsieh: the best word of mouth marketer ever?

 

 

 

Posted by on Tuesday, June 29, 2010 at 16:53 in customer loyalty, marketing |

Tags: case study, customer service, loyalty, word of mouth, zappos

|

Comments

Feed You can follow this conversation by subscribing to the comment feed for this post.

Steve Seager

@Robert. Thankyou :) but I think it's a bit of a long flight from Amsterdam :)

@Christopher. Yes, that openness has helped them create something quite special!

Posted by: Steve Seager | Wednesday, June 30, 2010 at 11:57

Robert Richman

Great post! I just wanted to mention, we're providing free tours for anyone to experience the culture and service first hand!

Best,
Robert Richman
Zappos Insights
http://www.zapposinsights.com

Posted by: Robert Richman | Wednesday, June 30, 2010 at 01:45

Christopher Wiseman

Steve - Great blog! I really like how simply you broke down the Zappos marketing/customer service approach. One of the things that I really appeciate about them is also their methods are open source. There's now Zappos copyrighted/patented business models or processes, in fact just the opposite. I'd say the Zappos model, because they rely so heavily on customer and employee feedback, is almost a "Wiki-Management" model.

Posted by: Christopher Wiseman | Tuesday, June 29, 2010 at 23:44

The comments to this entry are closed.