Businesses thrive like Amazon by being efficient and well polished. Amazon is able to handle exceptions well because they do such a polished job of the majorit

Businesses thrive like Amazon by being efficient and well polished. Amazon is able to handle exceptions well because they do such a polished job of the majority of orders. When exceptions are such a minority, it's easy to give them the time and attention that they deserve. When exceptions are always popping up, you can't afford the labor to deal with them in a way that makes customers happy. When exceptions aren't usual, their added cost doesn't make that much of a difference to your bottom line. Amazon automates their system well and runs a tight ship where most orders go through with no hassle, no interference, etc. That makes it easy for them to spend a little more on certain cases to make customers happy. Part of it is just that other retailers aren't so efficient. If you're hiring store staff, most of the day people are in work and they have little to do. Even during busy times, they won't be able to move merchandise like Amazon where it can be made more assembly-line oriented. So, Amazon is able to give people the experience that they want because all the easy things take no time for them.