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Jen picks up her pen, and comes up with an idea for online shoe shopping:

A while back, I was sandal shopping for the kiddos and got supremely frustrated trying to separate the open-toed chaff from the covered toe wheat. Stupid school rules. I tweeted Zappos’ CEO the suggestion that it would sure be handy to be able to pull up all the sandals that cover tiny little toes with one fell click. @Zappos_service tweeted me back the same day with a cordial thanks for the suggestion. A few days later, @Zappos (Tony Hsieh, CEO of Zappos) followed me and direct messaged me to apologize for the delay (he was traveling) and thank me for the suggestion. Now, as far as I know, they haven’t actually incorporated the suggestion. But, I still thought that was some pretty sweet service.

And if subsequently they do incorporate the suggestion, we’ll know whom to thank.





3 comments

  1. McGehee »

    6 June 2009 · 10:30 am

    My most successful efforts to improve my customer experience have tended to include contacting the guy/gal/cyborg at the top. Apparently it even works if your problem is with a state agency such as the DMV.

  2. CGHill »

    6 June 2009 · 10:47 am

    Which puts Zappos at an advantage here, since the Head Zapper is apparently easily accessible.

  3. McGehee »

    6 June 2009 · 7:26 pm

    I’ll admit, I don’t imagine I would have been able to Twitter Gov. Perdue to get my truck title issued.

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