The CX Blog

I bought the Kindle 2 at the end of February, 2009–hot off the press for a $440. I’ve loved it. I’ve championed it to my friends. I’ve been steadfast even as the iPad sang its siren song.

Until now. After just over a year, the thing is broken. Funny lines across the screen, chunks just missing. I’ve rebooted, I’ve done everything I can. No dice. No go. No fun.

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One clear aspect of Amazon’s success is its holistic understanding of the customer experience.  What goes on “behind the curtain” shouldn’t be seen or felt by the customer, because all the customer is really interested in is the experience of the store or service.
Jeff Bezos said at the investor’s meeting recently:
“If you identify the key [...]

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Way back in the early days of Amazon, our big concern was how to create a real connection with customers even though we were a pure-play (does anyone even think like this anymore? I don’t think so–pure-play now refers to online gaming cos

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