Not only that but a recent Forrester study showed that customers actually prefer a better customer experience compared to everyday low prices, and moreover great customer experiences drive positive word of mouth (WOM). Customer Service is the New Marketing Zappos was founded in 1999 and sold to Amazon for. Tags: Customer Support ROI Social Media Social Networking Support Twitter In a recent poll by the TSIA o f firms using social media – 68% of companies don’t know or can’t measure the ROI of social media. So why wouldn’t you center you social media efforts in this area?