On a tangent, I recently interviewed with amazon and you can tell everyone’s being pushed to go to great lengths when it comes to customer satisfaction. The interview really gave me a sense of what amazons thinking when they give you a 25 dollar discount when you call them about a delayed delivery on a 30 dollar item. From the outside looking in, you think they are crazy but when you’ve seen the organizational obsession with customer satisfaction, it all makes complete sense.
The Scoble post he linked to in the above is now located here: https://scobleizer.blog/2006/03/30/three-audiences-three-dif...
https://www.allthingsdistributed.com/2006/03/naked_answers.h...
Back then when he claimed that Amazon did a very good job of being customer focused, I was thinking: maybe, but whatever, I'm not sure what's special about their customer experience compared to others. Today, I'm thinking: wow, now that's a real example of audacious vision both executed and realized.