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Sure you’ve heard me gripe about aweful customer service before, but in great holiday spirit, this time is different. 

I was visiting Chicago a couple of months ago and was staying with my cousin.  We were sharing notes about companies, startups, politics, etc., etc. and he told me how he thought that Zappos had the best customer service ever.  He narrated a couple of first-hand experiences.  I’ve been hardened by my share of bad customer service (like everyone else), so I just shrugged my shoulders and said something like, “Oh, that’s great!”.

Anyway, come December and I’m in the need of some shoes.  So I login to Zappos, browse some shoes, and order 3 pairs.

Immediately I turn to my new addiction and Twitter about it…

 ————————————————> (pointer to my twitter box)

I get a call from Zappos thirty minutes later asking me if everything went smoothly with my order since I had just twittered about it.  In Keanu Reeves style, I went, “Whooaaa”.  So they follow twitter feeds for buzz.  Apparently, all their employees are very active on Twitter.    Very cool.  Not only that, they make me a VIP customer, send my order in next day and take 20% off my order (ok no, the last part didn’t happen).  I get off the phone, and yes, twitter about it….ah, the power of inexpensive social marketing….watch out Rose Bowl ads.

Needless to say, I’m looking forward to my Bruno Magli’s….