Extraordinary customer service is the greatest competitive advantage that any business can have. It is also the most difficult for rivals to replicate. Tap the emotions of your customer, and you’re on your way to a lifetime relationship; miss it and you’re history. No business does that better than Zappos.com. Founded in 1999 as an online shoe retailer, Zappos today has evolved into the flagship online destination. Their service legacy is well documented, but only when you experience it, do you truly appreciate it. Zappos doesn’t continually exceed a billion dollars in sales by selling shoes, it does so by ‘delivering happiness’ to customers and employees alike. In their latest book – Uncommon Service – Frances Frei and Anne Morriss share 4 unconventional strategies for you to design a Zappos like culture….