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26 February 2008



Your little story is very good, and very encouraging. Zappos must know that if I want shoes, I can just drive to the outlet shoe mall and get shoes. The attention then is on delivery.

This whole "not giving anyone any credit when they deserve it" sociopathic thinking was a big part of corporate america in the 90's (esp in insurance industry in the east, where I saw it spread into other areas--incl government--like a virus). And I'm sure it still lingers.

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