You've almost certainly heard of the online shoe retailer Zappos.com and their amazing customer service. They have an impressive 5 out of 5 rating on Epinions.com with over 16,000 customers posting reviews. Their "secret sauce" is actually a very simple employee engagement strategy, but they execute it far better than 99% of the companies out there. Zappos has built its core values around outstanding customer service and everything they do is connected to those values. Here are just a few examples: