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"These colleges are ranked the top in the country, and it's surprising to me that they can't send out a simple email."
Customer service is one area where small businesses can beat big-box competitors
Chief Executive, Zappos.com
Favorite Twitter user to follow: Tara Hunt, founder of Citizen Agency
How Twitter helps him run Zappos: "I [suggested] it to the rest of the company, initially just to help build our company culture—employees are more likely to meet up outside the office and get a perspective on each other outside the office. Now a lot of customers know [we] are on it as well, and it's a good way for them to get insight into our personality and culture."
Recent tweet: "Poll: Is the 'Naked People' banner on our home page at http://www.zappos.com offensive? (A customer complained)"