What A Brand Should Be In Social Media

Sunday, 17 November 2013

I saw this reply from Zappos on their Facebook page and thought it was too good to share. This is what a brand should be in social media, always.

Their reply is just perfect. They must get tons of off-topic questions not directly related to the buying experience. And there’s really no great way to answer this question, as they might not know the answer, or want to guide this woman in the wrong direction. Their response is sincere and authentic, heartfelt and comforting. It inspires me to develop strong brand voices, and I hope it does for you too.

1 Comment

  • LOVE this approach! You can tell the person behind the Zappos Facebook page is genuinely happy to respond to this off-topic post and wants to help out if they can. Exactly what people on Twitter, Facebook, etc. have come to expect from the brand, and it’s something that comes directly from Zappos’s core values. Great that they’re showcasing them on every platform they can!

    Comment by Elisabeth Michaud — November 18, 2013 @ 2:37 pm

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