Moosejaw Makes the Most of Cyber Monday Madness

We won't know for a few days whether Cyber Monday was a record season across the virtual shopping landscape, but despite technical difficulties--the site was actually down for a while--I'm impressed with Moosejaw's showing on this busy online shopping day.

Clearly the folks at this outdoor outfitter know how to make merriment out of madness. Tonight I received an apology email from the company's CEO explaining that there was a problem earlier in the day, that it is now fixed, and that the site-crashing promotion will be good whether you type in the promo code or not.

While I hadn't actually shopped at Moosejaw today, this email drove me there. And the site was down. Thirty minutes later, it was back up. Then down for a minute. Then up. Hopefully it stays that way.

What I find more impressive than Moosejaw's popular "2X rewards" promotion (which grew to 5x!) though, is the fact that during what could be a major retail crisis, the brand used email, Facebook and Twitter to keep its fans informed about what was going on and make sure they got their deal. Consumer Tweets and Facebook comments are, for the most part, glowing, with only one or two expressing frustration. In fact, one of the evening's Tweets read, "moosejaw.com has the best customer service hands down."

Hopefully the company finds it was a financially profitable day, but regardless, it looks like the brand's reputation is still worth its weight in backpacks, snowshoes and insulated clothing.