When Culture and The Customer are behind an acquisition, that's a sign things
may be changing as it relates to Customer Service in our economy. This coming
together of huge on-line retailers is the business
story of the day .
There are so many explanations for
this "coming together" that make sense. Pete Blackshaw is dead
on; the future of business success will hinge on Customer Relationships. Coming
out of this recession one of the significant conclusions companies will draw ,
is the state of Service/Loyalty within their organizations probably cost them
dearly. The future will belong to the customer. Companies who recognize that,
decide to transform and make a "Caring Culture", their Hallmark, will
own their future. Amazon and Zappos, while different in what they do ( their
products) certainly are almost identical in their approach to how they do it
(Service). Their future is now really bright.