Here's a video I put together on how Zappos amazing customer service supports their value proposition. I had an MBA class where we were given 40 minutes to create an 8 minute report on Zappos operations capabilities. Luckily, Ben from Zappos customer service answered and gave me all the answers necessary.
Watch how Justin Ley (a coworker of mine at UHG) chatted with Ben @ Zappos. It's clear that customers truly do come first at Zappos.