Last May, I wrote about Zappos.com CEO Tony
Hsieh and his devotion to coworker and customer happiness. In July, Amazon
acquired the online shoe retailer.

Zappos' success seems to be the payoff for a very big gambleon customer service. In the shoe business, customer satisfaction depends on fit- physical and stylistic - so Zappos goes out of its way to ensure customersget exactly what they want. The company's phone representatives activelyencourage callers to order products just to try them on, ...