What happens when you take all of the money you were going to spend on marketing and advertising and pour it into customer service instead? Well, first of all, customer service becomes a core value rather than an isolated department.
Zappos is an online shoe store born during the dot-com heyday. Their creation story isn't particularly inspiring: they saw people selling stuff like pet food online and figured shoes would work, too. But they've since evolved into a manifestation of everything that is good about e-commerce (or online shopping, for those who swore off adding e- to everything). more


