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People who weren’t born yesterday, but almost, often assume that easy refunds and exchanges began with the online shoe store Zappos, which was founded in 1999\. Tony Hsieh, the company’s legendary late C.E.O., offered free returns for up to a year after purchase and encouraged people to order items in multiple styles and sizes. That policy, which was backed by intensely personal customer service, was so popular that the company’s revenues grew more than sixfold in four years. Amazon started a similar shoes-and-accessories site, called Endless, but it eventually gave up trying to compete, having bought Zappos for $1.2 billion.
What Happens to All the Stuff We Return? | The New Yorker
David Owen
Technology companies are not just exercising a form of sovereignty over how citizens behave on digital platforms; they are also shaping behaviors and interactions.
The Technopolar Moment
foreignaffairs.com
First, existing structures are evolved organisms built by people trying to satisfy their social goals.
Book Review: Seeing Like a State
slatestarcodex.com
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