I just had an amazing experience. I was trying to order a small item online -- less than $10. The shipping charges came up as over $3000.00. I tried a couple of times to fix it, and when I couldn't, I just abandoned the shopping cart.
Here's the amazing part. About 10 minutes later I get a PHONE CALL asking me if I still would like to place the order? WOW.
Happy customer, and potentially lost revenue captured by company. Not bad for a quick phone call by an employee on the ball, empowered to make things happen.