Social Media Feedback: Don’t Stick Your Head in the Sand
When Zappos.com messed up our summer intern Alex’s cleat order a few days before his big tournament, he was seething. Rather than punch his way through a voicemail tree, he Tweeted his frustration. Passive-aggressive customer, 21st Century style? Not at all. And by understanding the power of social media, Zappos was all over it. Publicly. […]