How Amazon.com Views Technology
In the 1999 April 2 interview by Larry Rose, Jeff Bezos, the
man who built Amazon.com, made the following comments:
On the Internet customer has power:
Customer loyalty is to the second, and they will go to another
website if they find better price and better service.
Customer experience is everything:
If a customer is unhappy, in the old days he can tell a few
friends. But now, he can tell thousands of people on the
Internet. On the other hand, if a customer is happy he can
also tell a lot of people.
At Amazon.com we spend 70% on customer service, and
perhaps 30% on marketing.
On the future of Internet technology, we see two things:
broadband and instant-on. Both will enable customer to shop
immediately and avoid waiting.
"Premium" and "Now" is a combination of the above two points, to provide customer with instant service