Quote:
Originally Posted by Mivo
I actually disagree with the "customers are never satisfied" polemic. It's not my experience working with customers. Some people are never happy and never satisfied, but that they are customers is secondary. They are as unpleasant as spouses, friends, co-workers, and so forth.
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The issue isn't individuals but customers as an aggregate of needs and preferences. That is what changes constantly and needs constant tracking. For Amazon that is currently hundreds of millions so it's not a trivial thing to identify trends but what they buy today isn't the same mix of products and services they bought five years ago or ten, fifteen years ago. Or what they'll need next year.
Example: fifteen years ago CDs and DVDs were big sellers. Today the average consumer buys less of them but they consume more digital content instead. Fifteen years ago there was no Kindle, no Echo, no Fire TV. Fifteen years ago free shipping by itself was an inducement, today people expect fast and timely delivery, even the same day if possible.
Amazon's focus isn't on making a sale but in making a steady stream of follow up sales. Some will be dry goods, some will be perishables, some will be digital.
Keeping the customer happy means keeping the customer coming back.