I’m just now catching up to this stellar New York Times article, Put Buyers First? What a Concept. It details Jeff Bezos’ obsession with customer service.
The author, Joe Nocera (who’s a great business reporter), gets a free Playstation 3 for his son (mm-hmmm) shipped to him from Amazon.com just in time for Christmas — even though his originally purchased Playstation had been delivered and signed for by someone in his apartment building.
The article points out that Amazon’s focus on customer service isn’t exactly a barn-burner of a strategy when it comes to pleasing Wall Street, but that it seems to be working when it comes to repeat sales.
Best part of the piece:
“
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. As for me, the $500 favor the company did for me this Christmas will surely rebound in additional business down the line. Why would I ever shop anywhere else online?
Then again, there may be another reason good customer service makes sense. “Jeff used to say that if you did something good for one customer, they would tell 100 customers,” Mr. Kotha said.
I guess that’s what I just did.
”
Indeed, you did, mister journalist. I believe Amazon just spent $500 very wisely.
[Amazon.com is on Get Satisfaction.]
