Read Joe Nocera's NY Times column based on his experience this holiday season. Amidst his pervasive pessimism there's a glowing description of Jeff Bezos's absolute commitment to customer service as Amazon's real product.
"There is simply no question that Mr. Bezos’s obsession with his customers — and the long term — has paid off, even if he had to take some hits to the stock price along the way. Surely, it was worth it.... Why would I ever shop anywhere else online? Then again, there may be another reason good customer service makes sense."
Nocera then closes with the answer, quoting "Suresh Kotha, a management professor at the University of Washington business school who has written several case studies about Amazon." "Jeff used to say that if you did something good for one customer, they would tell 100 customers."
That's the real benefit of a customer service commitment. More powerful than advertising, discounts, than anything.
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