How United Could Have Avoided Frustrating Staff And Alienating Customers

This might surprise you, but Zappos doesn't offer standard overnight shipping. But for years customers of the site have been getting overnight shipping even though they didn't ask for or even pay extra for it. The reasoning is simple, if your customers have lower expectations - it is easy to consistently exceed them. We feel delight at getting the product overnight because it is faster than we thought it would be. 

This simple behavioral insight is something that most companies have done a...