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 [...]
The Amazon.com Customer Experience
June 1st, 2009 · No Comments
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Comcastcares: an amazing example of virtual high-touch support
October 29th, 2008 · 3 Comments
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 
Tags: community of users · corporate culture change · effective online customer tools · frontline knowledge workers
