So if you’ve been hiding under a rock instead of reading my blog posts, you may not already know that my favorite session from LMA13 was "Delivering Happiness: Fresh Ideas for Service-Driven Brands Deploying Social Media Tactics, Seeking ROI" with Graham Kahr, Social Scientist for Zappos and Jayne Navarre of Law Gravity LLC

Rather than a typical session, Jayne and Graham let us know right away that it would be different when they introduced themselves in the third person. Their session took on the tone of more of a conversation, which also included those of us in the audience. 

They began their conversation by saying that they wouldn’t be talking about social media per se, but really focusing instead on creating experiences for clients (which is something we could all identify with). Graham said that Zappos doesn’t push their own brand stories – they want their customers to tell the brand story for them.Continue Reading “Delivering Happiness” – A Zappos Session Recap

I’m back with another tip for Tuesday! 

Today’s tip is brought to you by a rather frustrating customer service experience I’m having, which is further impacted by social media.

The ILN normally gives a small gift to our delegates when they’re attending a conference, as a memento of the city that they’re visiting (we like to give them the warm fuzzies about our group!).  This morning, I’m attempting to order this memento for our next conference, and ran into the snag that they only allow you to order 15 of them.

It happens, so it’s not a big deal.

But here’s where it gets frustrating.  I first try to submit my request for assistance via their website. And I get an error telling me that the "page cannot be found." Okay…so did my request go through or not? I’m not sure.  

I next try to call them, but when I choose the option for customer service, I get an answering machine telling me that no one can help me right now.  They’re in New York, and it’s the middle of the work day, so what’s that about? Continue Reading Tip for Tuesday – Be Careful with Customer Service

Yesterday, one of my favorite Twitter people posted that her daughter had said "this is the best day of my life. We went to the park, we’re going to mcdonalds, I found a penny. The best day of my life."

She’s 5, but she’s already been through a lot, dealing with a very scary brain tumor last year.  And she got me thinking – the best days of my life really have been about the little things.  

Sure, graduating from college was exciting, buying my first house was exciting (well, more nerve-wracking and expensive than exciting), but were they the "best" days of my life? 

Nah.  

Those have been about the little things – the first time I heard my two-year old niece say my name. (Superbowl Sunday, if you’re wondering – she said "Okay Wizzy" – close enough).  Every time my dog comes racing over to see me like I’m his favorite person in the world (I am). My sister trusting me enough to be the first person to watch my niece overnight. An email from my best friend saying how much I mean to her. My niece wanting me to carry her in for ice cream, and squeezing me extra tight when my sister said "M loves her Aunt Lindsay."  Those are some of my best days.Continue Reading Best Day of Your Life?

If you love shoes like I do, you’re familiar with Zappos.com, the online shoe and clothing shop. Since it was founded in 1999, it has grown to be the largest online shoe store.  How did they do it? Largely, in thanks to their CEO, Tony Hsieh.  According to their website: 

In 1999, at the age of 24, Tony Hsieh (pronounced Shay) sold LinkExchange, the company he co-founded, to Microsoft for $265 million.

He then joined us [Zappos] as an advisor and investor, and eventually became CEO, where he helped us grow from almost no sales to over $1 billion in gross merchandise sales annually, while simultaneously making Fortune magazines annual Best Companies to Work For list. In November 2009, Zappos.com, Inc. was acquired by Amazon.com in a deal valued at $1.2 billion on the day of closing.

 Not too shabby, huh?Continue Reading Lawyers: What Can We Learn From Zappos?