Instructions: Analyze the following social media exchange between Zappos, an

online shoe and clothing retailer, and its customer named Donna. Then, answer
the following questions

• In your opinion, did the strategy of the Zappos work well? If not,
propose an alternative solution to the problem.

Yes, it works fairly well. Zappos apologized to their customers for their
management team's incompetence, and they compensated them by giving
them a $50 voucher, which they were able to use or apply to their current
order because they were still unhappy with the outcome and didn't want to
ruin their important day, Thanksgiving Day. They rapidly de-escalated the
issue, which pleased their customers and improved the situation in their
organization's image

• Compose a message that addresses the complaint of the

customer.

We are deeply sorry for any inconvenience this has given you. As
compensation for the late arrival, allow us to take a percentage of your
cargo price. Furthermore, the company strives to meet your future
requests while staying within your budget. I appreciate your patience.