This is certainly an area where tech companies can learn from retail. You've probably heard of the Nordstrom employee who allowed a customer to return a Bloomin

This is certainly an area where tech companies can learn from retail. You've probably heard of the Nordstrom employee who allowed a customer to return a Bloomingdale's purchase. And it's no isolated accident - stores, hotels and other experience-oriented businesses give their employees a per-incident budget to make things right for the customer, even if it's entirely the customer's fault. It's another question how to do that at scale and over the internet.