Seth Godin points readers to evidence that there’s real people working at Amazon.com (::yahoo(“AMZN”)::). This is just one of the many reasons that great service is sending more and more customers to companies like Amazon.
By doing something that customers don’t expect—Amazon stands out from the crowd. One person has a good experience. They tell their friends, and their friend’s friends. By using money that would have been spent on marketing on a better experience, Amazon gets very sticky customers for a cheap price. Widening the moat, one day at a time. It’s unfortunate that the stock is a little too expensive for my taste.
Make sure to check out the Amazon reviews of the Bic Ballpoint Pen that Seth linked to. Out of all the pens I’ve tried, this one’s the best. As noted, the ink consistency is just right for a variety of different papers. (Click the “Comments” of Matt Williams’ review – I’m glad some people have a sense of humor).