Home > marketing ramblings, Social media strategy > Service by a bunch of muppets

Service by a bunch of muppets

While visiting the in-laws in New York this week, I saw the great new Zappos’ TV spots.  They purport to show actual calls to zappos.com – the online shoes and everything store whose USP is the free shipping both ways and 365 day returns policy which take the hit-and-miss out of online shopping.

A little bit of research shows that the calls were in fact made by the ad agency to real customer service agents – oh well nothing’s perfect, but I think the spots still stand up to scrutiny.

As well as great little ads, Zappos seem to be really focussed on their customer service USP… trade-marking “powered by service” and having a rather well structured social media strategy delivered via an excellent blog, Facebook, two Twitter feeds (office and CEO) and two YouTube channels (office and corporate).  All of which, along with tons of content and relevant comment, portray a fun company who put their customers first.

That’s it – just a really well joined-up brand with some great little spots.  More here and here.

  1. neilchappell
    September 6, 2010 at 2:25 pm

    Nice ads. But I want to know which company will be the first to take the plunge and make a virtue of the fact they have a customer service centre in Mumbai because it keeps costs down. I quite enjoy my cross-cultural conversations with baffled Indians, most of whom are probably studying for a PhD in psychology while pretending to care about the weather in Lowestoft.

  2. boingster
    September 6, 2010 at 10:31 pm

    And our friends in India are probably far more qualified to sort out problems than someone on 14p above minimum wage in a call centre located in XXXXXX .

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