In the Zappos Podcast, Tony Hsieh gives a specific example of how centering their business model on excellent customer service saved his company (later acquired by Amazon for 1.2 billion dollars).

1. What was the example that Tony gave of excellent customer service that seems counter-intuitive because it was so costly for the company?
2. Think about the field you are currently working in or the one you hope to work in, in the future. Can you think of an example of a customer-service-centric experience that you've had? What did you do for your customer that might seem crazy if you were only thinking about dollar signs? Or have you ever experienced this kind of customer service? Tell us about it.