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Overview:

Zappos spends about $300,000 a year on utilizing the various tools of digital communications such blogs, microblogs and streaming video as customer interaction channels. That's a good (though not easy to quantify) investment---considering the online retailer garners $1 billion in annual revenue. But when it comes to customer service the phone still beats the tweet in communicating with customers.

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Format:PDFSize:269 KB
Date:Jun 2009
Pages:10

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