Zappos, the online shoe store, has earned a reputation for exceptional customer service, and stories circulate about the company’s most outlandish service feats. In one case, a customer had traveled to Vegas, where Zappos is headquartered, only to realize that she’d forgotten her favorite shoes. So she called Zappos, hoping to buy a second pair, but the customer-service rep found that the shoes were out of stock. Unfazed, the rep hopped in his car, drove to a competitor’s store, purchased the shoes, and dropped them off at the customer’s hotel.
