A few years ago, a woman checked into the Mandalay Bay Hotel in Las Vegas and realized as she was unpacking that she’d forgotten her favorite pair of shoes.
Remembering she’d purchased them from Zappos, she went to the website to order another pair. After searching for the shoes to no avail, she called Zappos to see if they could ship her the prized shoes.
Unfortunately, Zappos no longer stocked those shoes, but luckily for this woman the company is located in Las Vegas. (In fact, Zappos had recently moved their entire company to Las Vegas from San Francisco to cement their customer service operations.) With any other company, this would be the end of the story and this customer would have to go without her shoes…
How to Crush Ecommerce Customer Service Like Zappos, Amazon and Nordstrom
