Your long-term goal is to combine free shipping and free returns with the best customer service in the business. What would that customer service look like? What would customers expect? How can you make sure that every new person hired in the company "gets it" as you build your corporate culture service? 2. How can you improve the communication between headquarters, the call center, and the distribution warehouse, all of which are in different locations? 3. What steps can you personally take as the CEO to effectively and frequently talk about Zappos so that employees and customers have a deeper, more meaningful connection to the company