How to Make Customers Love You
First, try everything
Nobody thought the idea of selling shoes on the Internet was a good one when Zappos.com was founded in 1999. So CEO Tony Hsieh offered free shipping and returns because it seemed like the only way to get customers to buy shoes online without having the ability to first try them on. The company also displayed its customer-support number prominently and offered customers a personal buying service and even free socks.