To: KeepItSimple who wrote (45593 ) 3/13/1999 7:22:00 PM From: Jenne Respond to of 164684
"....it seems that if the stock were to crater, it would all unravel in a heartbeat." "The warm and gooey place Amazon.com occupies in the hearts and minds of so many of its customers is the great equity of the franchise, and that precious beachhead has been won by deeds and words. Some of that affection is just the natural and deserved spoils for getting there first. On that fateful morning in July 1995, when Bezos, still working out of a 250-square-foot office beside a Tile Barn, hit the enter key on his Sun Sparcstation computer and hung out his shingle in cyberspace, no other mainstream retailer had made the commitment to the Internet. "Barnes & Noble isn't doing this because they wanted to," Bezos points out. "They're doing it because of us. That's just a fact." "At the same time, Amazon's early inordinate responsiveness to customers gave them a heady sense of ownership in this bold new experiment. When an elderly woman E-mailed to say that she loved the service but had to wait for her nephew to come over and break through the packaging, Bezos had it redesigned in a way that was no less protective of the goods, but required much less violence to open. At other times, like when they hunted down used and out-of-print books, their enterprising efforts on behalf of their customers were closer to what one might hope for from the concierge of a five-star hotel than from the clerk of a bookstore. "We may be the most customer-obsessed company to ever occupy planet Earth," says Bezos, who at one point was the company's only customer-service rep. Of course all this proactive groveling is expensive and part of the reason Amazon.com has been spending more than it makes, but according to David Shaw, this was all part of the master plan. "Making money on books was almost irrelevant, compared with establishing Amazon.com as the most trusted brand in this new space." NYTimes