Dec 242012

So apparently a customer server agent at Zappo’s spent ten hours on the phone with a customer a few weeks ago. This is just another new standard being set for online customer service, and it joins the ranks of other innovative new standards like endless no-questions-asked returns for any reason and free shipping and free return shipping. If you want to sell shit on the Internet these days, you’d better be prepared to bring your A Game.

Except, wait, what?

Borrow a healthy dose of Web 2.0 skepticism from Jaron Lannier’s pragmatic 21st Century paranoia, apply it to ecommerce, and one starts to wonder if this is improved customer service in the same way Wal-Mart greeters are improved customer service. Perhaps someone spending ten hours on the phone with Zappos doesn’t say as much about Zappos customer service as it does about the state of customers, and I don’t know that that’s something to brag about.

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