MobileRead Forums - View Single Post - “We’re in Amazon’s Sights and They’re Going to Kill Us”

wizwor · 02-09-2012, 06:05 AM

Two threads about Big Bad Amazon. In the first, Prime is villified as a scheme to create customer loyalty and here we have publishers crying foul about having a little competition. In real life, Amazon is adding thousands of titles to Prime without raising prices while Netflix is doubling prices for its best customers. In real life, Amazon offers free books and games that run on an inexpensive tablet while the 'real' publishers are wining and dining the keepers of the NYT best sellers list. If you listen to Jeff Bezos, it's easy to see that he values something the others do not -- his customers...

• "If you do build a great experience, customers tell each other about that. Word of mouth is very powerful."

When I was in Walmart Sunday to pick up my fourth Fire, I was talking to a guy in line to get his first. A woman standing nearby decided to get one too. Monday, a guy who bought a Fire after using mine told me his mother got one Sunday.

• "We have so many customers who treat us so well, and we have the right kind of culture that obsesses over the customer."

Amazon has personally responded to each support email I've submitted. They refunded purchases while I was trying to secure my Fire against accidental purchases. They have updated the Fire three times since launch. I've heard they have replaced Fires for people who have physically damaged the hardware (aka sat on) and bricked the device after sideloading unapproved apps.

• "We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better."

Every morning I get a free app for my Fire. Some are good. Lots of free books. I like that I can read some of a book before choosing to buy then get a refund if I decide the purchase was a mistake. Prime keeps adding titles even though the videos are a bonus for people who subscribe to a free shipping program.

• "We watch our competitors, learn from them, see the things that they were doing for customers and copy those things as much as we can."

Price matching, user reviews, recommended for you, free shipping, Prime...

BTW, Amazon pays app developers when their app is the free app of the day.

02-09-2012, 06:05 AM	#30
wizwor Wizard Posts: 1,068 Karma: 23867385 Join Date: Nov 2011 Device: kindle, fire	Two threads about Big Bad Amazon. In the first, Prime is villified as a scheme to create customer loyalty and here we have publishers crying foul about having a little competition. In real life, Amazon is adding thousands of titles to Prime without raising prices while Netflix is doubling prices for its best customers. In real life, Amazon offers free books and games that run on an inexpensive tablet while the 'real' publishers are wining and dining the keepers of the NYT best sellers list. If you listen to Jeff Bezos, it's easy to see that he values something the others do not -- his customers... • "If you do build a great experience, customers tell each other about that. Word of mouth is very powerful." When I was in Walmart Sunday to pick up my fourth Fire, I was talking to a guy in line to get his first. A woman standing nearby decided to get one too. Monday, a guy who bought a Fire after using mine told me his mother got one Sunday. • "We have so many customers who treat us so well, and we have the right kind of culture that obsesses over the customer." Amazon has personally responded to each support email I've submitted. They refunded purchases while I was trying to secure my Fire against accidental purchases. They have updated the Fire three times since launch. I've heard they have replaced Fires for people who have physically damaged the hardware (aka sat on) and bricked the device after sideloading unapproved apps. • "We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better." Every morning I get a free app for my Fire. Some are good. Lots of free books. I like that I can read some of a book before choosing to buy then get a refund if I decide the purchase was a mistake. Prime keeps adding titles even though the videos are a bonus for people who subscribe to a free shipping program. • "We watch our competitors, learn from them, see the things that they were doing for customers and copy those things as much as we can." Price matching, user reviews, recommended for you, free shipping, Prime... BTW, Amazon pays app developers when their app is the free app of the day.