Quote:
Originally Posted by Daithi
6. Add an ombudsman (or listen to your customers)
Many large newspapers have a position known as the ombudsman. This person serves as a trusted intermediary between the paper and the public. Amazon has very good customer service, but surprisingly they have done a remarkably poor job of listening to their customers or responding to customer complaints and suggestions. For example, "Why doesn't Amazon provide folder or tag support for the Kindle?" Nobody knows. We can guess, but nobody has any idea if Amazon is working on the issue, plans to address the issue, or if they think their customers are wrong and believe it's not an issue. Amazon needs a much better mechanism for communicating with its customers, and Amazon's competitors should be capitalizing on this failure.
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To me still not having folders or a card slot is an indication Jeff Bezos is micro managing the kindle development. We don't need an ombudsman. We need Bezos to step away from the development of this product. Set the direction and then let the engineers do their work. I think he believes the addition of folders, card slots etc, will make the kindle a techie product and then place it out of the reach of people that are afraid of technology. What he needs to realize is that you can hide the complexity from the users that do not want to deal with folders or cards. While at the same time offering what really isn't a whole lot of complexity to the people that can appreciate these additions.