They're companies that have done something novel, something different from us. A lot of it has to do with marketing, timing. A lot of it is the intangibles that create word of mouth. If you do a good job and solve a customer's problem, they say good things about you. If you really focus on satisfying the customer in the areas they want satisfaction, then you'll drive the momentum.
Customer service is critical.
You give someone a bad experience online, they're not coming back any time soon. Yes, we would have tried it. I don't know that it would have worked, but we would have tried it. It's beginning to make sense now. Even still, it's not quite time.