So I was logged onto the website for Zappos, an online shoe and clothing retailer, to see if I could cancel an order. The night before I had impulse-ordered my daughter a faux shearling bomber jacket for Christmas, only to realize the next morning that SHE ALREADY HAD ONE. I clicked the “live chat” button to “talk” with customer service and someone named Justin started typing to me.
I explained my dilemma to Justin and gave him my order number, and he said he would look into and get back to me in a few minutes. And then he said, “By the way, do you have any Netflix recommendations? I just finished ‘Dark’ and I need something else to watch.”