The Columbus Dispatch
19 January 2014
While internal processing errors or a failure to upgrade shipping meant many retailers failed to deliver holiday orders in time, others, like Sears and Zappos, went the extra mile to keep customers happy, Steve Osburn, a director in Kurt Salmon's Retail and Consumer Goods Practice, told The Columbia Dispatch. “One of the things that made Sears successful is they do a lot of ship-from-store,” Osburn said. Meanwhile, Zappos upgraded everything ordered Dec. 21 through 23 via overnight air—at no extra charge to customers.