They even shop at rival shoe stores to fulfill orders!
Four Lessons on Culture and Customer Service from Zappos CEO, Tony Hsieh
There are some pretty amazing zappos customer service stories.
Zappos is depending on customer service as marketing, trusting that the intimate engagements they’re having are enough to cement the loyalty of the customers on those calls and ensure that word of the Zappos brand will spread.
FastCompany: Learn To Think About Innovation Like A CEO. My favourite line is "If innovation is everybody’s job, it’s no one’s job.