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.