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Sorry, that's completely backwards. Zappos can do it because they have HUGE profit margins on luxury/unique products, and those margins pay for customer servic
by gehar 13y ago
Sorry, that's completely backwards.
Zappos can do it because they have HUGE profit margins on luxury/unique products, and those margins pay for customer service.
Whereas AA can't because they have negligible profit margins on a completely price-sensitive hightly competitive landscape
- quanticle 13y agoAmazon also gives its CS reps pretty significant leeway, and they have razor thin profit margins.