FYI, isn't that exactly the power that Amazon customer service reps have? I'm pretty sure they can decide to arbitrarily give someone refunds, send them new mer

FYI, isn't that exactly the power that Amazon customer service reps have? I'm pretty sure they can decide to arbitrarily give someone refunds, send them new merchandise, etc. Or rather, they can do so but probably within limited rules, not arbitrarily. I agree that it takes a CEO both showing what to do, and empowering the people below him to do it.