CEO Tony Hsieh pointed out several ways the company goes above and beyond for its customers.
One uses a communciations device that he says connects his customers to Zappos like nothing else.
It's called a telephone and Zappos has determined that every customer uses it at least once in its history with the company.
Here's another: the call center people at the other end of the line
don't use a script! Their sole mandate is to make sure the customer is happy. How quaint. (Hello, Sears?)
Then there's the 365-day return police for, as Hsieh says, "people who have a hard
time making a commitment."