Tag Archives: Thomas Knoll

Why not ask?

I am inspired.  Let me tell you why:

As you know, my Social Media professor asked Zappos to attend a Skype (video conferencing) call with our class and they accepted.  We spoke with Thomas Knoll who made all of us Zappoholics.  When my professor made these arrangements, it seemed cool to me at the time, but not earth shattering.

Until she said, “See what can happen if you just ask?”  She never thought about why Zappos wouldn’t or shouldn’t respond to her request or why she wouldn’t or shouldn’t request it.

She further stated we should never fall into the “yeah, but…”  I was the moron that never heard of that statement and asked what the heck she was talking about.  “Yeah, but…” is the beginning of the conversation we have with ourselves and others when we are considering asking for something out of the ordinary.

It goes like this:

Alicia says to herself:  “I want to ask Bill Cosby to write the foreward to my book because he was such a huge inspiration to me in my pursuit of returning to college.”

Alicia responds:  “Yeah, but I will feel like a hopeless idiot asking him that.  Besides why would he take time and effort for a nobody like me?”

You get the idea.

Want to be inspired too?  Click on my professor’s link:  Why Not Ask and tab through her new blog.  It will get you excited.  She contacted the very companies that were presented in our social media textbook, Social Corp, but what’s more she contacted Joel Postman, the author too.  They all said YES to Skypeing in and meeting with her fall class.

So what I want to know is – what is YOUR burning question that you feel too intimidated to ask?

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Filed under adult education, No Adult Left Behind

Zappos!

Before a month ago, I must admit that I had never heard of this company.  Yet we keep discussing this company in my class because Joel Postman gives this company kudos for progressive use of social media.  My fearless professor contacted Zappos to ask if they would speak to our class regarding their corporate culture and use of social media.  They immediately accepted!  Yesterday, Thomas Knoll from Zappos Skyped into our class to meet with us.  He was so honest and cool that our whole class found him incredibly likeable.  He spoke with us despite being hit by Nerf darts throughout the call. 

Here is what I have learned:

  • Zappos sells shoes.
  • Next to Google, this seems like the 2nd coolest place to work.  I want to work there.  I already own my own Nerf gun, so I am ready to start.
  • This company measures success on customer satisfaction.  The emphasis of financial reward is secondary to “wowing” the customer.
  • Zappos does use social media.  They have a CEO Blog, Twitter accounts – etc, etc.  However their primary contact with their customer is through (brace yourself) the good, old fashioned TELEPHONE.  They want the direct contact. That means they favor and seek for the method that will allow them a direct interaction their customer.  Get this – their goal is to make the customer happy. 

Wow. 

I wish my cell phone company, Cable Company, insurance company (well I could go on and on here) would adopt that same policy.

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Filed under adult education, No Adult Left Behind