Zappos Encourages Employees to Use Twitter to Get Involved With Customers.

admin    March 31, 2011

Organisation Name:

Industry: Online retail

Name of contact if available: CEO

Web references:,

Description of how social media is used for business performance:
Zappos uses Twitter extensively and encourages employees to get involved. By clicking on the links above you can see this in operation. The employees Tweet about any topic they wish and respond to tweets from customers commenting on products, making complaints etc. This involvement seems to get employees more conscious of the experience that customers are having. Well worth a look with the links above.

Lessons for others:
The employees appear to be very positively motivated by the use of Twitter and the positive culture at Zappos is visible. Great employee motivation using Twitter and social media is clearly increasing Zappos’ transparency of their operations.

Submitted By: Peter Carr, University of Waterloo

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A video interview with Zappos via Skype has been requested.
If you have concerns as to the accuracy of anything posted on this site please send your concerns to Peter Carr, Programme Director, Social Media for Business Performance.