They're struggling because they typically hire young, professionally immature employees that treat any new process as an encroachment on their fiefdom. When I worked there getting anything done across departments required buy in from the executive team that had to force people to do their jobs.
The zappos comparison doesn't really work anymore. They dropped free 2-3 day shipping because they were losing so much money and phone support has gone downhill.
The zappos comparison doesn't really work anymore. They dropped free 2-3 day shipping because they were losing so much money and phone support has gone downhill.