Squeak of the Week

Zappos is known for stellar customer service, but when it comes to dealing with adland, the marketer is portrayed in a blog post by a creative at ad shop Ignited as the poster child for a flawed agency review process. When the Las Vegas-based online retailer (one of Ad Age's 2008 Marketers of the Year) launched an agency review this summer, it quickly drew widespread interest from the agency community. Zappos is a hot, new, media-savvy brand known for its employees' -- and CEO's -- commitment to using Twitter. It works with the Ad Store, New York, and Gotham Direct. It originally contacted only a select number of shops but later opened up the process to invite more respondents. All told, more than 100 agencies responded to a request for proposals, among them Ignited. Unbeknownst to the marketer, Ignited tracked how much time Zappos spent reviewing its submission using Google Analytics. http://tr.im/sFWV