Back Seat Marketers

At work, we talk about determining user problems, finding innovative solutions that hit top concerns, and finally creating delight in the experience. Enter: Zappos.com, an online retailer for clothes, shoes and other gear.

Today, I got this note from the customer service team after buying some shoes:

Dear Cory,

Good news!

Although you originally ordered Standard (4 to 5 business days) shipping and handling, we have given your order special priority processing in our warehouse and are upgrading the shipping and delivery time frame for your order. Your order will ship out Monday, April xx, 2008 and be given a special priority shipping status so that you can receive your order even faster than we originally promised!

Please note that this is being done at no additional cost to you. It is simply our way of saying thank you for being our customer…

If you’ve enjoyed your experience with us, please tell your friends and family about Zappos.com!

Thank you!

——————————–
Zappos.com Customer Loyalty Team

Actually, I bought a couple things today, and Zappos.com was the one that went above and beyond. I know where I’ll go next time I need to buy something, that’s for sure.

Zappos.com turns a nice idea into great execution and as a result I’m blogging it up.

Update: The Zappos folks have a twitter page? This is quite a statement about ‘people representing the company’ and customers interacting with a retailer. Two words: forward thinking.