How Twitter Can Make You A Better (and Happier) Person

I was in Washington, DC last week and spent several days participating in inauguration-related events with various people including Evan Williams, the CEO of Twitter. So I thought this would be an opportune time to write about a topic that I’ve been thinking a lot about over the past few months: how Twitter has contributed to my own personal growth and made me a better person, and how you can take the same principles and apply them to yourself if you’d like.

I’ve talked a lot in the past about how we’ve used Twitter at Zappos for building more personal connections with both our employees and our customers. In fact, we recently “debuted on FORTUNE MAGAZINE’s annual “100 BEST COMPANIES TO WORK FOR”“:p-4382 list, and they began and ended the article talking about our use of Twitter to build more personal connections with people. That in itself is its own reward that has both personal and business benefits, but for this blog post, I wanted to share my stories and thoughts on how Twitter has helped me grow personally.

For me, it comes down to these 4 things:

  1. Transparency & Values: Twitter constantly reminds me of who I want to be, and what I want Zappos to stand for
  2. Reframing Reality: Twitter encourages me to search for ways to view reality in a funnier and/or more positive way
  3. Helping Others: Twitter makes me think about how to make a positive impact on other people’s lives
  4. Gratitude: Twitter helps me notice and appreciate the little things in life

The great thing about all 4 of these things is that not only have they helped me grow as a person, but they’ve also led to me being generally happier in life. And the benefits aren’t just personal — they also spill over into what we want the Zappos brand and business to be about: Zappos is about delivering happiness, whether for customers (through customer service) or for employees (through company culture). It’s been interesting thinking about how all of my personal learnings about happiness can be applied to delivering happiness in the business world as well.

——- #1 – TRANSPARENCY & VALUES

What would you do differently if you were always on camera? I’m not talking about being on a reality TV show, but what if there were a permanent public record of everything you do or say from now on that anyone in the world could view at anytime? How would you act differently in certain situations? Would you be friendlier to people? Would you be less negative and less judgmental?

If you were always on camera, then everything you did would go towards shaping your personal brand, whether positive or negative. What are your personal values, and what values do you aspire to?

At Zappos, we have 10 core values that act as a formalized definition of our company culture. Our core values weren’t formed by a few people from senior management that sat around in a room at a company offsite. Instead, we invited every employee at Zappos to participate in the process, and here’s the final list we collectively came up with:

1) Deliver WOW Through Service
2) Embrace and Drive Change
3) Create Fun and A Little Weirdness
4) Be Adventurous, Creative, and Open-Minded
5) Pursue Growth and Learning
6) Build Open and Honest Relationships With Communication
7) Build a Positive Team and Family Spirit
8) Do More With Less
9) Be Passionate and Determined
10) Be Humble

The cool thing about the Zappos core values is that I’ve used them as my own personal values as well. So it makes tweeting really easy for me… Whether I tweet about something personal or something related to Zappos, if I’m living my life through these 10 core values, it all goes towards building the Zappos brand while shaping me personally as well.

A lot of marketers are initially mystified by how Twitter, in which you’re limited to 140 characters or less per tweet, can actually help a company build a brand when you’re so restricted in the length of your tweet. Here’s the analogy I like to use:

Think of each tweet as a dot on a piece of paper. Any single tweet, just like any single dot, by itself can be insignificant and meaningless. But, if over time, you end up with a lot of tweets, it’s like having a lot of dots drawn on a piece of paper. Eventually there are enough dots for your followers to connect them together. And if you connect the dots, in the aggregate it paints a picture of you and/or your company, and it’s that total picture that is your brand.

I have to admit, like probably most other people, when I first joined Twitter I felt a bit uncomfortable publicly announcing what I was doing and what I was thinking. But because radical transparence was part of the culture of tweeting, I decided to give it a try and be as transparent as possible, both for myself personally and for Zappos. It was also consistent with Zappos Core Value #6: “Build Open and Honest Relationships With Communication”.

What I found was that people really appreciated the openness and honesty, and that led people to feel more of a personal connection with Zappos and me compared to other corporations and business people that were on Twitter.

By embracing transparency and tweeting regularly, Twitter became my equivalent of being always on camera. Because I knew that I was going to be tweeting regularly about whatever I was doing or thinking, I was more conscious of and made more of an effort to live up to our 10 core values.

A lot of people use Twitter to complain or vent, but I generally try to avoid doing so because it’s not in line with our core values. What I’ve noticed is that it’s also caused me to complain a lot less in real life, and because of that, I’ve found that my own personal happiness level has gone up.

——- #2 – REFRAMING REALITY

That’s not to say that I don’t get into situations that I’m not initially happy about. But now anytime something that used to get me upset or frustrated happens, I try to find the humor in the situation and think about how the situation can be reframed. I’ve found that almost every “bad” situation is actually an opportunity that can be entertaining to my followers on Twitter, which also forces myself to see things in a different light.

For example, last year I was staying at a hotel in Mexico and somehow managed to lock myself out on the balcony of my hotel room. I was stuck there for 45 minutes before I was finally rescued. This would haven normally been a very frustrating experience, but because I had my cell phone with me, I was able to tweet about it and it actually ended up being a very enjoyable 45 minutes as I tweeted about the progress of my situation and read all of my followers’ responses to it:

Went 2 my room after my speech, came out 2 balcony. Balcony door somehow locked behind me so now I am trapped outside. @ zappos_fred 2 rescue [http://twitter.com/zappos/status/812279213 |http://twitter.com/zappos/status/812279213%5D]

Hotel front desk is telling @zappos_fred it’s not possible for me to be locked out on balcony. I assure you it is, I am not pretending. [http://twitter.com/zappos/status/812287969 |http://twitter.com/zappos/status/812287969%5D]

Hotel security finally believed @zappos_fred, rescued me after 45 mins. Asked 4 ID so I could come in from balcony. No ID = stay on balcony [http://twitter.com/zappos/status/812292469 |http://twitter.com/zappos/status/812292469%5D]

in fact, I now almost looked forward to situations that would normally be frustrating, because I’ve learned that almost any situation can be reframed to be funny as a tweet, which then makes the situation in real life funny as well. For example:

Airport bathroom: guy tries washing hands – auto faucet motion sensor broken. He tries voice recognition instead by yelling “Wash!” at sink [http://twitter.com/zappos/statuses/806944443 |http://twitter.com/zappos/statuses/806944443%5D]

If it weren’t for Twitter, I would have instead probably been a bit annoyed waiting in line behind this man who was unfamiliar with motion-activated sink faucets. But instead, Twitter forced me to search for and find the humor in the situation by taking a step back and realizing that it actually was a pretty funny situation.

——- #3 – HELPING OTHERS

One of the great things about Twitter is the instant feedback loop. Within 5 minutes of sending out a tweet, you can find out whether people enjoyed or appreciated your tweet. When I first started using Twitter, I used to just tweet about what I was doing. Most of my tweets were very “me-focused”, because the guideline Twitter gives is to answer the question “What are you doing right now?”

Every once in awhile I might share an inspirational quote or funny story or link to an interesting article. What I found was that those types of tweets also garnered the most responses. So today, with most of my tweets I try to do at least one of the following:

  • Cause my followers to smile with something funny
  • Inspire my followers (for example, with an inspirational quote)
  • Enrich my followers’ perspectives (such as with a link to an interesting article)

In other words, I’ve become a lot less “me-focused” and instead do a lot more thinking and asking myself, “What can I tweet about that would brighten the day for my followers or enrich their lives somehow?”

And by regularly putting myself into the mindset of asking what I can do for others, it inevitably ends up spilling over to my regular life outside of Twitter. And somewhat ironically, becoming less “me-focused” has actually increased my overall level of happiness for myself personally.
——- #4 – GRATITUDE

In my research into the science of happiness, many studies have shown that gratitude activities (such as keeping a gratitude journal) helps people increase their overall happiness level in life. There are many ways to be thankful, and many things to be thankful for, but one technique is to make a more conscious effort to notice and appreciate the little things in life.

For me, because I try to tweet every day, I’ve found that I’m always looking for opportunities to have something to tweet about. So I end up noticing and appreciating things that I would normally not even give a second thought to. Here are examples of some tweets I’ve sent about things I’ve noticed that I would have normally ignored or forgotten about:

http://twitpic.com/rcli – Guy in New York with a cat on his head. Apparently this is normal. [http://twitter.com/zappos/status/1046534414 ] http://twitpic.com/13fn1 – It’s so cold that the NY street food vendors’ tomatoes & lettuce are frozen [http://twitter.com/zappos/status/1124243255 ]

At Vegas airport. While in bathroom, I had an AMAZING revelation: Toilet seat covers are shaped exactly the same as life vests! [http://twitter.com/zappos/status/1109483429 ]

Enjoying just hanging out at home for my birthday. Looking at the full moon which is closest to earth today, happens once every 15 years. [http://twitter.com/zappos/status/1054918866 ]

So now, anytime I notice something that would normally be inconsequential, the very act of tweeting forces me to spend some time appreciating what would have otherwise been ignored or forgotten. And because of that, I’ve learned that every day, there are many, many opportunities to notice and appreciate the little things in life.

——-
So for all of the reasons I’ve outlined above — Transparency & Values, Reframing Reality, Helping Others, and Gratitude — I’d like to say thank you to Twitter for helping me grow as a person.

Tony Hsieh – CEO, Zappos.com

——-
SOME QUESTIONS FOR YOU

Some questions for you to consider thinking about: What are your personal values? What do you want your personal brand and values to be? How can you use Twitter as a tool to help you grow as a person and be happier? If you’ve ever vented on Twitter, do you think you would be happier if you thought of Twitter as a tool for you to reframe your perspective? I’d love to hear people’s thoughts and comments below!

——- *Follow me on Twitter: @zappos *

Want to learn how to get started on Twitter? Take a look at the beginner’s guide I wrote !

Comments

465197475's picture
Jan 6, 2010 at 4:55 pm josephrueter said:

These four are fantastic on a macro scale and clear. I especially resonate with notion of "re-framing reality."

It's only 140 characters but over time the act of tweeting and listening on twitter offers a practice field for finding and communicating core points fast, sharing with honesty, listening and considering others and taking time to ponder simple daily things.

My Twitter use has in the very least influenced my own thoughts of self in context to others regarding how I view the world and how I react to it.

468622187's picture
Jan 6, 2010 at 4:55 pm ZC31216 said:

Twitter is a very democratic community. Everybody starts on a semi-equal standing. Some start with a louder voice because of their standing outside of Twitter, but if you have something to add others will listen.

It's intriguing, but the limits that Twitter puts on you (160 characters, rate limits if you use a Twitter client) eliminate some advantages and create a more level playing field. At that point, the message starts becoming more important than the reputation. Indeed, reputation becomes a side-effect of the message.

My mental model of Twitter is a huge cocktail party. Just as there are all sorts of people in all sorts of moods in a real party, there are different kinds of interactions in Twitter. Some people just come to sell, others to connect, and unfortunately some come to bring everybody down. If you genuinely care about people, it will come through in the way you interact with them. If you try to "act" as if you were somebody that isn't your true personality, it becomes apparent sooner or later and Twitter's community will let you (and everybody else) know, in the same way that they will celebrate you and introduce you to other folks if they find you interesting.

Whew! That's a very longwinded way of saying Great Post!

Take care, @CrazyOnYou

44525737's picture
Jan 6, 2010 at 4:55 pm ZC31237 said:

I love the analogy of tweets as dots on a page - it is a great way to explain how Twitter works in building a brand and opening lines of communication. Thanks for laying these out!

38910432's picture
Jan 6, 2010 at 4:55 pm Katrua said:

I was sucked into Twitter a couple of months ago for the first time, and just started following you a few weeks ago (I'm a Zappos addict). I completely agree with you about the enhanced awareness and potential for reframing one's perspective that the service offers. Plus, living in Italy thousands of miles from friends and family, it's nice to feel like I have company (both known-in-person and not) wherever I go now. Speaking of which, I have to thank you wholeheartedly for all the tweets from the inauguration -- it was great fun to have the live feed while watching the live broadcast! All the best, and keep up the inspiring work!

468622876's picture
Jan 6, 2010 at 4:55 pm ZC31235 said:

Like you I have vented on twitter in the past, and after the fact thought that's silly. Remembered my gratitude list (i did that as a class assignment for 2 weeks, 10 per day), and in that sense I try as much as possible to tweet for fun and not something harmful.

Lately, I have been thinking about my personal "brand" more and more. I cannot say I have it down, but I have a better sense. Zappos Values 3, 4, & 5 definitely resonate with me, and I try to do a little of each every day and with every interaction online and off.

468622876's picture
Jan 6, 2010 at 4:55 pm ZC31235 said:

forgot to add congrats on debuting on Fortune's 100 Best Companies to Work For!

42531089's picture
Jan 6, 2010 at 4:55 pm theartofaccessories said:

I've always shopped at Zappos, I always felt like Customer Service was great, shipping was fast, returns were easy - all of the things a shoe-a-holic like myself would love. But when I started to follow you on Twitter, it kind of made me love Zappos even more because you seem to really care and love the company. It made the shoe buying experience even more personal for me and I love that you all seem to be so focused on such great things for your company - hence why you were voted as a best company to work for. I think Twitter is great and I'm just starting to use it but I hope to build more connections as I go along and hopefully meet more folks like you online.

468482909's picture
Jan 6, 2010 at 4:55 pm ZC31258 said:

Thank you for this post...I ventured into Twitter with business in mind, but have found that it has given me much more than expected, and I too, have been profoundly affected.

Still, we are all human, and having had a rather "rough" afternoon, your post is exactly what I needed to hear about life in general, outside of Twitter's framework- Thank you.

@michellebythec

468576972's picture
Jan 6, 2010 at 4:55 pm ZC31264 said:

I've been following you for a month or two and have been impressed with your positive attitude and clarity. This is a great post, Tony. It precisely defines the real value of twitter and how twitter can be used to address and enhance the new transparency in business. You're making it real, man! I've been trying to educate my people at work about social media and twitter - I'm going to pass this post to everyone. :)

Thanks, @MrsMagoo

38368243's picture
Jan 6, 2010 at 4:55 pm ZC31332 said:

I learned about Twitter @ a music conference months ago, but it just seemed like one more techie burden. During the campaign, however, I experienced the real power and "companionability" Twitter offered. Still, it's taken me a while to jump in! This blog really sums it up well, and thanks for posting it. I have learned a great deal and I, too, have had the opportunity to find pockets of humor and gratitude that might have otherwise gone unshared. Gratitude IS an amazing antidote for much of the toxic slush we have to trod through. As my mother used to say, "Be grateful for what you have and also be grateful for what you don't have that you'd hate to have to have!!"

Congratulations on the well deserved success of Zappos! I am a long standing and loyal customer. It's an amazing company.

Thanks again, Tony, for taking the time to observe and offer up so much!

@sambarouge

469019519's picture
Jan 6, 2010 at 4:55 pm ZC31374 said:

Thanks for the great post. I especially agree that activities on Twitter should be less "me-focused", and more focused on meaningful interaction. There are plenty of people who use Twitter simply as a marketing vehicle, and I doubt they are getting the exposure they expected.

Anyway, great job, and I look forward to reding more!

466713484's picture
Jan 6, 2010 at 4:55 pm ZC31384 said:

this is a wonderful post. when i first started sensing these feelings and changes and perspectives inside myself i wondered (and not just me) if i was getting a bit daft. you've explained it to perfectly. this post is very inspiring in both setting and explaining a great example for others to model. nicely done, tony. :-)

467218942's picture
Jan 6, 2010 at 4:55 pm ZC31415 said:

I particularly like the idea of looking for "happiness" in everyday events and course-correcting for "grumpiness." This is very insightful and best of all, inspiring.

468994892's picture
Jan 6, 2010 at 4:55 pm ZC31453 said:

i'm very new to twitter...just 3 weeks...mostly 'cos i wasn't sure what i could provide to others, but i did find staying on top of what's going on in the world in real-time made sense. i picked up on you via some other friends, and reading this post REALLY resonated. especially the "noticing and appreciating things that I would normally not even give a second thought to".

thank you! this will be one of my favorites! @lbLOVESwine

468985044's picture
Jan 6, 2010 at 4:55 pm ZC31458 said:

Tony,

I am loving vevery bit of information you are sharing. I have come to know you through twitter by an Eben Pagan tweet.

Thanks...Twit Networker

Jose www.twitter.com/mrjosesanchez

42417336's picture
Jan 6, 2010 at 4:55 pm ZC31470 said:

Tony,

Well articulated. Just this past weekend, I used Twitter to try to tell a story & do real time updates of a bad situation. I'm not sure if anyone read them, but they were fun to re-read the next day!

-jason-

41730566's picture
Jan 6, 2010 at 4:55 pm ZC31496 said:

Tony, I totally agree with your points about Twitter, and I find the emphasis some Tweeters put on how many followers they have to be as though someone at a party suddenly jumped on a table and announced "I have 1000 friends!" Irritating. I like to keep my ration at about 1:1 because that's the way I converse with people. Some, like you and @chrisbrogan and @guykawasaki don't have much choice because you'll always have more followers than you can keep up with. I like the conversations I have on Twitter and hope that other folks' inability to peg my "brand" will keep the number of followers I acquire small so I can continue to enjoy them.

468243638's picture
Jan 6, 2010 at 4:55 pm ZC24179 said:

Hi Tony,

Wow! This was an amazing entry on Twitter and personal well-being. I'll always be grateful Twitter was the tool that first connected both of us.

This blog entry MUST be reprinted in as many places for others to read!

Emmanuel Motivatorman

468945677's picture
Jan 6, 2010 at 4:55 pm ZC31499 said:

This was excellent! Thanks for taking the time to write down your thoughts. I agree with you - Twitter can make us better people. We can change the world one twitter at a time(:

469026255's picture
Jan 6, 2010 at 4:55 pm sarahc28 said:

Twitter changed my life:

We are ONE: I know this because I have been looking for a way to connect with people that sees no boundaries, class, color, race, genders, age... (and the list goes on), which normally separates us from one another. But here on twitter, you're friends and follow anyone you want, as long as it's interesting and engaging to you.

Humbled: I was in disbelief when I received dm's from people I admired and thought could never have met or come across, in my daily life. These 'twitter' relationships empowered me. Can technology finally help engage us on a more human level with one another? Finally, with 140 characters or less, I believe the answer is YES, it can.

Humor: Its funny to read tweets that are just silly and casual... even the most business-oriented, savvy, and intellectual people should just let their guard down and show their goofy side, sometimes. This keeps us feeling connected and relaxed... like friends, even! =)

Thanks Tony.

@SarahC28

468994906's picture
Jan 6, 2010 at 4:55 pm ZC31557 said:

Hi Tony. GREAT post! I agree with you that Twitter usage can be life-changing. With 140 characters you can't help but drop some of the formalities and stodginess that is sometimes inherent with email communication. You have to cut to the chase. I think this makes communication more honest, and as a result, helps to build genuine relationships between people regardless of geography.

@katrinamckay http://puddingroi.blogspot.com

468308519's picture
Jan 6, 2010 at 4:55 pm ZC31606 said:

I love this post. I completely agree with your perspective on what was 'once inconsequential.' I liken it to when you catch someone's face while deliberating something or talking to herself or even standing in front of the mirror preening. I call it 'catching someone being by themselves.' I always wonder what's running through someone's mind at those moments and with Twitter those thoughts can be verbalized. (Sort of.) (Toilet / life jacket comes to mind.)

I appreciate Twitter's ability to bring everyone down to the same human level. It's only as obtrusive as you want it to be. Twitter has allowed me access to some of the most profound individuals in my industry by way of a nick-name. I have a better understanding of the industry of others...

Thanks for taking me with you to the Inauguration! It's always great to hang out with you!

Congrats on the Fortune's 100 release!

@HappyTechGirl

39946867's picture
Jan 6, 2010 at 4:55 pm ZC31618 said:

From the day, years ago, when I ordered my first pair of shoes from Zappos and they arrived in a blink of an eye, I knew you were on to something great Tony... Zappos Rules! Excellent piece. Keep up the great job! Eliz ObihFrank

469032235's picture
Jan 6, 2010 at 4:55 pm ZC31698 said:

This is a very interesting perspective of what Twitter can do... definitely a differet way to see its benefits.

468985098's picture
Jan 6, 2010 at 4:55 pm ZC31824 said:

I read your blog the other day and got a kick out of it. After absorbing your key point, I was able to post a somewhat humorous tweet about something I would have normally got irritated by ("I guess the baby doesn't like white space-she just colored all over her diaper genie-obviously now it's more interesting"). It took reading your post for me - a slightly uptight person - to see things in a different light so THANK YOU Tony!! @specialksd

469055129's picture
Jan 6, 2010 at 4:55 pm ZC32130 said:

I like your blog. I'm very skeptical of this whole twitter thing. There is one person I follow but I don't have an acct because my life isn't interesting enough to follow and I enjoy my privacy and reflecting my thoughts - in my head. Once and a while I do comment on NYmag.com at work when I take breaks. I could never imagine putting so much energy into something like twitter but if it makes people happy - more power to them.

42553257's picture
Jan 6, 2010 at 4:55 pm ZC32147 said:

How did you get to be so insightful at such a young age?

I love reading your tweets and I love the idea that you like to tweet because of the accessibility. You make yourself accessible in a way that few other business leaders or public figures do (except the Pres, of course). There's something very magnetic and endearing about that.

As I am writing this reply, I am half watching "You've Got Mail." Coincidentally (or not) I just heard one of the great lines of the movie... when Kathleen and Joe are talking about him putting her out of business... Joe says, "It wasn't personal."

Kathleen says, "What's wrong with being personal? Whatever else anything is, it ought to begin by being personal."

And that, I believe, is the 98 charachter SMS summary of your blog post about Twitter.

Congrats on an extremely successful Oprah appearance today! I could tell she loved your energy and spirit and values as much as she loves her shoes. Do you now the legendary Oprah shoe story? Tweet barbidol31 if you want to know...

Ciao!

469063730's picture
Jan 6, 2010 at 4:55 pm ZC32279 said:

Result of reading this post was a sudden revelation about how to talk to my 19 year old daughter. If my communication with her is in verbal Tweets - short and sweet and focused on humor, perspective, inspiration, and gratitude - no criticism or rants -I think it will revolutionize our relationship and change the culture in our home. I'll let you know if it works, and thanks, Tony!

469063730's picture
Jan 6, 2010 at 4:55 pm ZC32279 said:

Update. Spoke to my daughter tonight using your twitter approach - short conversation - focused on her not me - expressed gratitude, laughed, shared an inspiring idea. A total turn around in our communication. Ended with I love you mom! Now to try this with my husband!

469025495's picture
Jan 6, 2010 at 4:55 pm Abhilash said:

Very cool to consider the importance of perspective on any situation - eg looking at frustrating situations as being comical & tweetworthy. It's actually somewhat spiritual, IMO, to have that shift in perspective. I love the value system too, ending with humility. Good for you guys. Rock on.

42553257's picture
Jan 6, 2010 at 4:55 pm ZC32147 said:

ZC32594 obviously hasn't shopped enough to know the difference between a place to shop and a shopping experience. Circuit City was a place to shop. Enough said.

468847051's picture
Jan 6, 2010 at 4:55 pm ZC32993 said:

Our company YourCover.com has practicd the Zappos model of customer service first and everything else second - for years. We love helping our customers and feel good about what we do every day. What could be better?

469169286's picture
Jan 6, 2010 at 4:55 pm ZC33869 said:

We stumbled on Twitter and I have been growing and having fun with it ever since. The parents of my students say communication has gone up 100%. However, its your tweets Tony that I look forward to every day just to make me smile. I love this article and I tweeted it to share with all my parents...hopefully they will get what I am trying to accomplish. All the best and Happy Valentine's Day.

38340445's picture
Jan 6, 2010 at 4:55 pm ZC32971 said:

I'm usually quite leery of any kind of 'corporate culture' as it smacks of brainwashing to me, but this is very different--very positive. The ability to relate to everything with a sense of humor is the most important key to the success of this whole venture. It takes into account all the human foibles that most corporate policies try to crush and frees peoples spirits and natural creativity. Zappos helped me learn to shop online confidently and enjoyably, and through Zappos I have now discovered Twitter and am endeavoring to learn that as well. I was able to enjoy tweets from the Inaugural, which was a fantastic experience. Thanks, Tony and Zappos!

468860274's picture
Jan 6, 2010 at 4:55 pm Kaplan Mobray said:

Tony, thanks for your post. I believe your personal brand is shaped by what you do for others which is a direct result of the values you carry within. Twitter is a great medium for sharing ones personal brand and perhaps one day the question will change to "What are you doing for others?". In the meantime what I love about twitter is that it encourages one to be brief and to reveal their interests and passions in a genuine format. The more opportunities for people to share their authentic self, including their vulnerabilities the more we will use our personal brands to help others become better.

Kaplan Mobray Author, The 10Ks of Personal Branding

468236020's picture
Jan 6, 2010 at 4:55 pm ZC36926 said:

With or without Twitter you made a great statement about how to be in business, in life and on any Social Networking sites. So glad you are standing out when so many "leaders" are falling on their face for their lack of ethics..Transparency was not part of their game...look where it got them...jail and others even with mud on their face are living in their penthouse. Wonder how they sleep at night? Thanks for all you do in leading a tribe of real leaders. Sue Trumpfheller Product designer

469349706's picture
Jan 6, 2010 at 4:55 pm ZC36944 said:

This is a great, comprehensive set of ways to use Twitter to frame how you want to be and who you want to be. What I'd add ...?

There is a great little post about how you can "Tweet Yourself Like the Person You Want To Be" ... that put out the idea that by choosing to follow certain kinds of people, who can shape your sense of who you are -- and then backs it ups with the psychology of how it works. http://bit.ly/ywS3e www.AuthenticOrganizations.com worth a look.

42914254's picture
Jan 6, 2010 at 4:55 pm ZC36953 said:

I hope this is what you spoke with President Obama about.

42680163's picture
Jan 6, 2010 at 4:55 pm ZC37535 said:

Great blog post! Why did I read this blog today? Because I was so WOWED by Zappos customer service on an issue today that I wanted to learn more about the company philosophy. I can't wait until the day that Zappos sells everything! -sankhya

39768137's picture
Jan 6, 2010 at 4:55 pm Brett H. said:

ZC32594, If you go into preferences on your profile, you can set it to cease sending you emails. Please let me know if that does not work for you.

42680163's picture
Jan 6, 2010 at 4:55 pm ZC37535 said:

Tony, I just signed up for Twitter on the basis of your blog post, and now I see you've asked to follow me. Really? I am stoked, and I will follow you.

I really am so super WOWED by the Zappos experience! I have worked in high tech in Silicon Valley for over 20 years and have never seen anything like it. I am currently at a start-up just getting to launch a CE product, and I plan to continue to follow Zappos and learn from your customer service example (even though I am a marketing exec).

469555118's picture
Jan 6, 2010 at 4:55 pm ZC40534 said:

Tony,First Congratulations! And I appreciate your taking time to share of yourself through this blog and twitter. Now that you have reached the 1 billion dollar mark and also the list of Fortune's top 100 companies to work for what is your BHAG? What is your next level of vision. Lot's of us look to you to be inspired of what possibilities are ahead. Because if you can do it, so can we. Thankful for your time, Lillian-The Real Estate Gal

469722187's picture
Jan 6, 2010 at 4:55 pm ZC43263 said:

The other day I was searching google for a specific sandal (a Rainbow - the BEST ) anyway your add said you had a "hugh" selection but when I went to your site you had none. I was directed to look alikes and copies. This is a waste of your customers time. After reading your list of core values, I was wondering were you "building an open and honest relationship with me throught communication" or just "reframing reality"?

39661295's picture
Jan 6, 2010 at 4:55 pm ZC43305 said:

Sorry, ZC43263. It's definitely not our intention to waste your time and we certainly don't want to deceive our customers. When you search a shoe term into Google, i.e. "sandal", "shoe", "heel, Zappos will typically be one of the main results because we have such a large selection and presence on the internet. In this case, while we don't carry the brand Rainbow Sandals, we do have sandals that are the color rainbow or have rainbow as a style name and that's why you get Zappos as a search result. I agree, it's confusing and we're taking a look at it to see if we can avoid future misunderstandings like this.

I have also forwarded this brand on to our merchandising team to see if it's something we might add in the future, but in the meantime you can find Rainbow Sandals at the stores linked below:

www.rainbowsandals.com http://tinyurl.com/cxakg9 http://tinyurl.com/cyjduo

468236020's picture
Jan 6, 2010 at 4:55 pm ZC36926 said:

Brilliant! love how you responded to this complaint. But I shouldn't be surprised as it is in keeping with your Code of Ethics. Thanks for being a Tribal Leader and setting such great standards for others to follow. I am using you as a model as I work with Eco-Entrepreneurs. Sue

I am following you on Twitter.

469980600's picture
Jan 6, 2010 at 4:55 pm ZC47039 said:

Post informative and entertaining post in your Twitter updates. Follow people who interest you, and keep twittering. (+spam+)

470021343's picture
Jan 6, 2010 at 4:55 pm ZC47597 said:

I like your blog.

470039031's picture
Jan 6, 2010 at 4:55 pm ZC47886 said:

Microexchanges are emerging the key to what is the next evolution or the 3.0 of the web. The reasons are obvious as stated above and more importantly key to bottom-un inclusive growth which will serve as force-multipliers to social-cultural-economic capital both in emerging and developed economies. Markets for (+spam+) AND (+spam+) AND (+spam+)

465292146's picture
Jan 6, 2010 at 4:55 pm ZC15013 said:

Timmy happy that Zappos CEO tweeted about fun experience Timmy had with Zappos Live Chat. Timmy happy! http://twitter.com/zappos/status/2020947372

470133405's picture
Jan 6, 2010 at 4:55 pm ZC49427 said:

n fact, I now almost looked forward to situations that would normally be frustrating, because I've learned that almost any situation can be reframed to be funny as a tweet, which then makes the situation in real life funny as well. For example: (+spam+) or (+spam+)