Zappos!
Petra ordered a pair of shoes last night at 1030pm, paid for standard shipping, and they were in my office this morning when I got to work. Unbelievable.
They could have made more money by sending it with the cheaper shipping option Petra paid for or by not having a staff working the late shift, but there is an intangible benefit to having world-class service that can’t be captured or projected on a spreadsheet.
