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.

The technique used by Zappos was unsuccessful because the company's customers were
unhappy. In the event that a consumer files a complaint, Zappos must to be informed of the potential
outcomes. Always keep in mind that the customer is always right, and because of this, you should try to
avoid reacting to individual reviewers. You are talking with anybody who reads this review, including
people who could potentially become customers in the future. You have the choice to respond to this in
order to resolve the situation. If a customer brought a complaint to your attention in person, you would
do all in your power to resolve the issue. When you get a bad review, the best course of action is to
respond right away while keeping your strategy in mind. In my opinion, the strategy was a resounding
failure. Although Zappos made an effort to make apologies by providing Don with a voucher for the
amount of $50, this did not instantly solve the problem that he was having with late delivery. Don only
profited from the coupon since it helped him save money; it did not instruct him on how to receive the
things he had ordered on the date that was originally planned for shipping. There is also the possibility
of using a different strategy, such as offering direct discounts or paying less if the delivery is delayed.
According to my point of view, the following is how Zappos should respond to Ms. Donna's negative
experience and make the most out of a difficult circumstance: nice day Ms. Donna! We would like to
offer our sincere apologies for the below-par service that was provided to you by our firm. We would
want to learn more about your situation and make any required adjustments after gathering additional
information. We would appreciate it very much if you could get in touch with us as soon as possible at
the following number: +63 966 812-4234. We are excited to engage in conversation with you and look
forward to supporting you in bringing the transaction to a successful conclusion.

Compose a message that addresses the complaint of the customer.

I am very sorry that your purchase has not yet been delivered. I am sorry to say that our whole
experience with the service we received was not up to par. I can imagine how difficult this is for you. I
was able to trace the package using the system that corresponds to it, and it is now shown as having a
little bit of difficulty being delivered. If you would want to check on its progress and have an easier time
tracking your delivery, the following website will allow you to do so:
http://Zapposparcelapp.com/tracking/321075605473 Please get in touch with me directly if your
shipment hasn't arrived within the following week after placing your purchase. In the meanwhile, I will
do everything in my power to locate your missing parcel. We have ensured that this issue will not arise
again in the future by taking all necessary preventative actions. Please accept our sincere apologies for
the lack of prior notification and thank you for your understanding.

If there is anything further that we can do to assist you, please do not hesitate to let us know.

Sincerely, The Management