Once watched the video about Tony Hsieh, the CEO of the online shoes shop Zappos.com. “Customers have been dissatisfied with the terrible phone call service, but they have to endure that because they have no more choice.”

What Zappos did is imposing an ethos of live human connection on the chilly. Customers experience the phone call service with the real staff with closer relationship. As a matter of the fact, there is no limit phone time for the staff,sometimes the topic can even spread to their daily life. Initially, most of people in the online shopping area may think this company is crazy that they are wasting their money on a great mount of the phone bill and service training. However, the result of this strategy is they have earned a zealous following by imposing an ethos of live human connection on the chilly(The New Yorker). Is that wasting? No. By 2009, revenues reached $1 billion, according to Inc. magazine.

Photo resource: http://www.financetechnews.com/is-that-a-memory-stick-in-your-pocket/