How to Make Customers Love You
About that Twitter use: Since sending tweets is part of the job, every employee at Zappos can serve as a de-facto PR person, helping to promote the brand and answer questions. Zappos promotes openness in the physical world too. The company hosts tours of its headquarters everyday--an operation that is staffed by 12 people and includes two SUVs and a bus, all adorned with the Zappos logo. Call the company from your hotel on the Vegas strip, and someone will pick you up, give you a tour, and have you back in time to hit the tables at the Bellagio.