This Christmas season was a challenge for every successful retailer—with success comes numerous orders, strains on staff, hardware or software outages, increased fraud, and challenges related to getting temporary staff up to speed as quickly as possible.

There are inevitable lapses in quality, late hours, and frayed nerves.  At the end of it all the hope is for reduced inventory, happy customers, and a big fat bonus check.

So, it turns out the hardest part of that equation (to absolutely nobody’s surprise) is the happy customer.  Is there a key to customer happiness that gets overlooked in the furious