Monday, July 8, 2013

Why Your E-Commerce Customers Hold All the Power

Email “has some magical ability to turn off the politeness gene in the human being ... You get these very candid pieces of feedback that tell you exactly how you can improve your service. If I walk into a restaurant and am served a bad meal, I just leave; I never go find the chef and grab him by the collar and say, ‘You know, you really shouldn’t be cooking.’”

Jeff Bezos