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Great feedback on Zappos.com, Nathan. I subsequently wrote a post on Amazon's secret to online dominance and I included some of our points in it. Which reminds me, I have an order pending :)

I really don't understand why the social media world is falling over itself to tell the Zappos story (except that its self-serving of said community).

Zappos online user experience is clunky and light years behind Amazon. And Amazon can school Zappos on price. Unless you can give me all 3
1) online usability
2) price competitiveness
3) customer service including the social media experience
I'm sorry--in my humble opinion Zappos only has one.

@Rebecca - I've been fascinated by Jamie Oliver. I was watching a BBC interview with him on YouTube, I would have posted it, but they blocked the code (old media ways). He is so approachable and talks so simply about what he's done.

@swag - excellent point. Although I have browsed through the site, I too have not made any purchases from Zappos.com. They have focused so much on the customer service side that it seems their product *is* the customer experience and no so much the shoes.

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