“For all of its struggles — with its balance sheet, its stock, the union drive, and layoffs — Amazon.com has done one thing brilliantly: customer service. I placed my first order with Amazon in 1997 and have been a steady customer since. In four years of making purchases for myself and for others, I’ve found what I needed, ordered it, received a flurry of emails about my orders, and then gotten either thank-you notes or what I ordered. I’ve never had to contact Amazon about any matter. I have had, in essence, no customer service from Amazon. Put another way, I have had such perfect customer service, the service itself has been transparent. That is exactly what Amazon wants. The goal is perfect customer service through no customer service.”

This entry was posted on Tuesday, March 20th, 2001 at 12:00 am and is filed under Customers. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.