…And it works!

I interviewed Tony Hsieh’s head of business dev and marketing (Aaron Magness) in early 2009 about communication strategy at Zappos.

Here’s an excerpt from my interview with him in which he explains how Zappos uses social media to create a tight bond between the company and the customer, through an aspect of its culture.

Aaron says the trust that forms between real customers and real employees–which is a key part of their customer service–generates phenomenal repeat business.

Ironically, a non-marketing strategy is their strategy!

Enjoy: http://ia311038.us.archive.org/3/items/InterviewWithMagness/zappos-magness.mp3

© 2009 John Dila

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