Customer service on Twitter

Here’s how you do it well, courtesy of Zappos (of course). Yesterday I tweeted:

I think my wife is having an affair with someone named “Zappos”. He sends her a package at least every third day. I am on to you, Mr Zappos!

Almost immediately, Zappos’ customer service Twitter account replied:

@jkottke I’m sorry sir, but our relationship with your wife is strictly professional.

Great, right? A company that gets the joke and participates meaningfully in an actual conversation with a full awareness of the context — via Source: kottke.org

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