My experience with Zappos

I recently placed an order with online retailer Zappos.com. I received a few items that I did not like and wanted to send back, and one item I wanted to exchange.  I was already a fan of Zappos because of free shipping, but my return order experience has made me a huge fan. First no questions asked about the returns, I did not like them, they would go back at no charge. But when they agreed to send me my exchange item overnight and not charge me while they waited for the item I was returning wowed me. They assumed I would in fact return the item and if not received within 2 weeks, which is fair, I would be charged.  The fact that they were sending it overnight blew me away.  They exceeded my expectation in every way.  It may have costed them a few more dollars to do this, but gained a loyal customer. They will be my first choice when shopping online.  How hard would it be for us to do the same thing. Ask this question? How would I want my service issue to be handled and do it for your customer.