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Behind delivering 'wow'

from DC Velocity

Order a pair of shoes from Zappos.com, and the online retailer will have them on the way within hours and at your door the next day. They don't fit or just don't suit you? Send them back, and Zappos will pick up the shipping tab. Sound appealing? You're not alone. That kind of service — the company calls it "delivering WOW" — has earned Zappos.com a fiercely loyal following. It also has resulted in blistering growth. more


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