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January 23, 2014

Amazon: "Something that can be personalized but is actually never really personal"


Why customer-obsessed Amazon is our most important business force: Since their launch 20 years ago (1994)
they have turned how business is done on its head. Who doesn’t know who they are? This is a company that has radically altered how business is done, how customers interact with business, what customers expect of business, how products are handled, how catalogs are created, how shipping is done, and how delivery is affected. They’ve transformed the experience of the customer into something that can be personalized but is actually never really personal.

Posted by gerardvanderleun at January 23, 2014 7:46 AM. This is an entry on the sideblog of American Digest: Check it out.

Your Say

...and I don't recall ever seeing an Amazon ad on TV or in print. I see Amazon only on, and all over the internet. Moreover, the ads are focused on whatever you last looked at on Amazon. Amazon has really learned how to use cookies, bots, or whatever.

Posted by: BillH at January 23, 2014 8:14 AM

Q. What's happened to Sears?
A. It's on the internet. We call it amazon.com now.

PS- I love the image of Danbo. He's one of my all-time favorite cartoon characters. (Danbo is a "robot" made out of Amazon delivery boxes. He appeared in Yotsubato! [よつばと!], my favorite manga, by Kiyohiko Azuma.)

Posted by: B Lewis at January 23, 2014 12:10 PM

If I wanted personal service I would go to a store, and wait for Shaniqua to finish talking on the phone, and yelling across the store to Boniqua, and being told she doesn't know where the nails are, even though she works at Home Depot.

Posted by: Scott M at January 23, 2014 1:00 PM

Boniqua has 3" purple nails that cost 1/2 a weeks minimum wage part time job salary, and couldn't pick up real nails if her life depended on it.

Remember when amazon was a book store?

Posted by: ghostsniper at January 23, 2014 6:55 PM

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