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Las Vegas-based Zappos is recognized not only as a leading online retailer but a leader in customer service and customer experience. “One of the things that we have done traditionally,” says Kedar Deshpande, director of marketing for Zappos, “is whenever a customer contacts us through any of our customer service channels, such as phone, email, or live chat, any of those channels, we have a great experience for that customer. We have a live person that takes care of that....
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