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Its been a big story in customer service design circles, and certainly interesting… More the on wonders of Zappos from SmartInsights.

Have you heard of Zappos? They’re a US online retailer mega brand largely unknown in the UK – more often referred to as a social media pioneer in marketing circles (for Twitter usage particularly). Yet, dig a little deeper and it becomes clear that a significant strategy is under-pinning their success, and it’s not all about social networks. It does however start to become obvious as to why social media know-how is natural to them and necessary to help drive marketing.

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