13Expensive Customer Service Is Free
Zappos is the phenomenal company that created a virtual shoe store. The Zappos customer never has to visit a shoe store. She never has to worry if the store in the mall has the perfect pair of shoes. She does not need to drive, park, wait for service, waste time. She never has to worry if the shoes will fit, or if the color will match her new outfit. She can order on any day, at any time, and get her shoes in one or two days. She never has to worry about returning shoes for any reason: just send them back . . . for free! And she can wait one year to return the shoes . . . for free! If she has any question, she can call any time, at 3 a.m. or 3 p.m. on Thanksgiving, and immediately get an answer, or have the ...
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