Customer Satisfaction Follows From Three (3) Parameters. One Of These Parameters Is Often Overlooked.
Here is a video interview with Jeff Bezos, from 1999. Please note the old style desktop computer in the background.
Amazon had at the time when the interview was taken “… 3,000 employees and 4 million square feet of distribution center space in half a dozen distribution centers around the country. This allows Amazon to get the products close to the customers so that Amazon can ship it in a very timely way, which improves customer service levels. If there is one thing that Amazon cares about, it is customer satisfaction. End to end.”
This is often missed out when we look at customer satisfaction: short delivery time.
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