P.S.

Only hours after I posted the blog below, I received an email from Derek Flores, a member of Zappos' Customer Loyalty Team. As you can see, I asked his permission to post the exchange we had here... - Brad

________________________________________
From: Derek Flores
To: Brad Cleveland
Sent: Fri Jun 12 15:46:43 2009
Subject: Re: Your most recent blog positn.
Brad,

You are more than welcome to share what I wrote. I would have posted it directly but I felt this would be more personal. I'm glad you appreciated the comment.

Let me know when it is up and I will share with everyone here!

Thanks so much!

Derek

Brad Cleveland wrote:
Hi Derek,

You're welcome... and with your permission I'd like to post part or all of your email. Reason: Keeping an eye on the blog world (good, bad and otherwise) is so important and something we're encouraging companies to do systematically. You just provided a great example! Ok with you?

Brad

________________________________________
From: Derek Flores
To: Brad Cleveland
Sent: Fri Jun 12 14:33:12 2009
Subject: Your most recent blog positn.

Hello Brad,

I just read your most recent blog about "History's Most Powerful Consumer Movement", and I wanted to let you know that what you said about Zappos is great. It is great to see people recognizing us for the service we provide our customers. Zappos has always been about the very best customer service and customer experience as well as our focus on company culture! Our unique company culture allows for our Customer Loyalty Team to be happy at work and deliver that great customer service we focus so much on! An unhappy employee would never be able to deliver that kind of service!

I have shared your blog with some of my colleagues and we look forward to more Brad! Thanks again and have a great weekend!

Derek Flores
Tony's Team
Zappos.com
http://www.zappos.com

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