Service at Zappos

It’s difficult to do any research about online customer service without coming across Zappos, the online (primarily shoe) retailer with a deserved reputation for outstanding customer service. According to a recent New Yorker article, the company was sold to Amazon last summer for just under one billion (in stock). Although much of Zappos service occurs on the phone — they have no call time limits and according to the article, the record call length was five hours and twenty five minutes — the company encourages transparency, especially for employees using social media channels. Some more background on their social media efforts here: http://mashable.com/2009/04/26/zappos/ and the company here: http://multichannelmerchant.com/news/zappos_08072007/

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