http://thederekjohnson.disqus.com/SMS Marketing SoftwareenMon, 10 Aug 2009 14:59:49 -0000http://thederekjohnson.com/2009/08/09/the-%e2%80%9ccustomer-love%e2%80%9d-effect/#comment-14588968<p>Great points! I've actually spoken to Tony from Zappos a few times, great guy and really understands the value of the customer.</p>Derek JohnsonMon, 10 Aug 2009 14:59:49 -0000http://thederekjohnson.com/2009/08/09/the-%e2%80%9ccustomer-love%e2%80%9d-effect/#comment-14573991<p>"the greatest form of advertisement is word-of-mouth"<br>Word of mouth is on steroids and that's just the beginning as social networks are getting more efficient: real time and making it easy for anyone to reach a bigger audience.</p><p>Good and bad word of mouth travels really quickly:</p><p>Dave Morin, Gary Vaynerchuck and friends complained about an hotel not matching their expectation and within minutes a twitter follower who was considering staying at that same hotel changed his plan. <a href="http://tinyurl.com/auo57g" rel="nofollow noopener" target="_blank" title="http://tinyurl.com/auo57g">http://tinyurl.com/auo57g</a></p><p>A Zappos customer wowed by customer service copy and pastes a chat log with a representative<br>on his blog the post got discovered and made popular. <a href="http://tinyurl.com/q3m2up" rel="nofollow noopener" target="_blank" title="http://tinyurl.com/q3m2up">http://tinyurl.com/q3m2up</a> this is a concrete example of what Zappos customer service really is.</p><p>Zappos is inspiring because they have grown a lot and stayed true to their value and culture <a href="http://tinyurl.com/nradkw" rel="nofollow noopener" target="_blank" title="http://tinyurl.com/nradkw">http://tinyurl.com/nradkw</a> this post points out what their values are and what they do differently.</p><p>A lot of the marketing effort is/will shift towards customer service and every company like Zappos and Tatango who embraces that reality early will reap the benefits.</p><p></p>jaditoMon, 10 Aug 2009 11:13:32 -0000