Check out this article (Put Buyers First? What a Concept) in the New York Times about how Amazon`s focus on customer service has had short term costs and long term benefits. The title says it all! Key quote:
Maybe, just maybe, taking care of customers is something worth doing when you are trying to create a lasting company. Maybe, in fact, it’s the best way to build a real business — even if it comes at the expense of short-term results.
Note:I have no financial interest in Amazon, although I am a customer.
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