Zappos trains all new hire on Twitter. 400 out of 700 exmployees are active on Twitter. According to their CEO Tony Hsieh - "Customer service should be the whole company not just a department". If fact their company does not even have a brand positioning fact sheet. Instead their culture is based on brand reporters. In a recent article I read on Jeff Bennett's blog he seems to explain the significant of Zappos very nicely.
"As all companies look at Twitter as a potential platform - they need to look at Zappos and the way they use it. Every company is different and I am not saying that this is a one size fits all approach for Twitter, however, there is a lot to be learned from looking at Zappos."
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