If there is one web company that gets their clients, it is Amazon. I ordered a book yesterday and the email confirmation includes the following hint:
"Sometimes the neighbor picks up the package"
What a great way to tell your clients to check with the neighbors before annoying the customer support.
Amazon really gets it: Starting with great usability and ending with a little verbiage in the emails.
What's also great: Since I ordered at Amazon.de, and asked for the delivery to the US, my order went out within the matter of a few hours. Amazing!