Jeff Bezos Owns the Web in More Ways Than You Think

Levy: Two years ago, you bought Zappos. Was that an attempt to absorb their so-called culture of happiness and customer service?

Bezos: No, no, no. We like their unique culture, but we don’t want that culture at Amazon. We like our culture, too. Our version of a perfect customer experience is one in which our customer doesn’t want to talk to us. Every time a customer contacts us, we see it as a defect. I’ve been saying for many, many years, people should talk to their friends, not their merchants. And so we use all of our customer service information to find the root cause of any customer contact. What went wrong? Why did that person have to call? Why aren’t they spending that time talking to their family instead of talking to us? How do we fix it? Zappos takes a completely different approach. You call them and ask them for a pizza, and they’ll get out the Yellow Pages for you.

which culture and approach do you like better? 

48 Notes/ Hide

  1. farhadini reblogged this from bijan
  2. marksbirch reblogged this from bijan and added:
    Given my background in CRM and customer experience, this question certainly resonates with me. Whenever I am out...
  3. nexenta reblogged this from bijan
  4. huff reblogged this from bijan
  5. joshuanguyen reblogged this from bijan and added:
    Not every business should highly prioritize personalized customer service. I think it depends on the type of business...
  6. caterpillarcowboy reblogged this from bijan and added:
    I don’t think you can choose one or the other - it depends on the nature of your business. High touch customer service...
  7. gbattle said: Just read the article and ran into your repost. Both are valid. Amazon doesn’t want friction, and Bezos’ explanation fits with AMZN’s overall philosophy - razor margin-led efficiency. Zappos, on the other hand, was *never* the lowest cost merchant.
  8. monkeyajb reblogged this from bijan
  9. sfdjeytdgsghdtyhgh reblogged this from bijan
  10. ambitiousceo said: Amazon’s.
  11. erickd reblogged this from bijan
  12. joshopinion reblogged this from bijan
  13. easternflower reblogged this from bijan
  14. aaronwhite reblogged this from bijan and added:
    False dilemma :) I LOVE never talking to my merchants, but when I’m forced to, pizza seems like a great way to go! But...
  15. jaredzlotnick reblogged this from bijan
  16. viveksaxena reblogged this from bijan
  17. bijan posted this

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