I had the pleasure of attending Zappos CEO, Tony Hsieh’s keynote speech at the 2008 Word of Mouth Marketing Summit in Las Vegas last Thursday.  Zappos is a company that’s renown for their customer service.  Tony spent an hour sharing his thoughts on why their customer service rocks and why word of mouth for them is so positive.  

Here’s a hint… it has nothing to do with blogging, social media, or Twitter.  In fact, it has nothing to doing with even *creating* word of mouth. (more…)