+ Amazon
With the news yesterday of Amazon's purchase of Zappos I was perusing the web for commentary on the deal. I came across this video Amazon CEO Jeff Bezos made, directed at Zappos employees I imagine, and was very impressed. Amazon and Zappos share a healthy obsession with customer service. The interesting thing is they use different channels to accomplish that customer service.
Zappos is well known for using social media and Twitter to service customer needs. They have over 1 million followers on their Twitter account. On the other hand Amazon's Twitter account has just over 5000. Will Amazon continue Zappos' resource commitment to social media as a form of customer support? Amazon has great customer service on their website but they are focused on optimizing the experience on their website, investing in free shipping and special offers and are not known as a marketing dynamos. Amazon has a small marketing team, mostly focused on offers and coupons. Their culture has not been one to invest in off network experiences. Will that change now? Hard to tell. I would imagine Zappos will have to show some hard success metrics to prove their social media efforts are worthy of Amazon investments.
Time will tell what legacy Amazon carries over from Zappos. But I'm giving Jeff a thumbs up for his Youtube video and think it's a great start to bridging the cultures.
One thing I'm going to steal from Jeff – "It's always Day One". I love that concept. We should all do well to embrace that thinking.
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