Comments on: Amazon CEO Jeff Bezos explains Customer Experience

By: Customer Experience Labs: Reflections on 2009 and an outlook on 2010 | Customer Experience Labs

Sat, 09 Jan 2010 22:49:40 +0000

[...] Bezos, CEO of Amazon.com, creates the best customer experience by bringing the lowest prices to customers. Yet many people understand customer experience principles as a way to charge higher prices. Sure, [...]

By: Tom Gibson - Creating Outstanding Customer Value

Tom Gibson - Creating Outstanding Customer Value — Sun, 08 Mar 2009 01:33:21 +0000

[...] Amazon CEO Jeff Bezos explains Customer Experience - Cust Exper Labs [...]

By: Tom Gibson

Tom Gibson — Wed, 04 Mar 2009 20:43:09 +0000

Bernhard,

Thanks for this. It’s a great definition of customer experience.

Tom @tomwgibson

By: Linda Ireland

Linda Ireland — Wed, 04 Mar 2009 17:04:20 +0000

Great post topic – indeed customer experience is often discussed but rarely defined. For me, customer experience starts with a person with a need or problem to solve. It’s what hapeens and how they feel as they learn about you, try you out, buy, use your product or service and then evolve to another need over time. As you can imagine I am drawn to your definition, Bernhard, and I certainly agree with Jeff Bezos that service is merely a component of an experience.

Beyond that, “having the lowest price, having the fastest delivery, having it reliable enough so that you don’t need to contact [anyone]” works for Amazon because it fits their customer’s needs. Pretty scary to think of that as a general definition.

Thanks for the great thought provoker!
Linda

By: Bernhard Schindlholzer

Bernhard Schindlholzer — Wed, 04 Mar 2009 12:53:46 +0000

Hi Vincent,

thanks for feedback. There was something wrong with link, the title now matches the original title at BusinessWeek. Both issues should be fixed.

Thanks for the quick response & thanks for following!

Bernhard

By: Vincent van der Lubbe

Vincent van der Lubbe — Wed, 04 Mar 2009 12:28:59 +0000

Hi Bernhard,

the link to the businessweek article does not work for me, here’s the link:

http://www.businessweek.com/magazine/content/09_09/b4121034637296.htm

The “correct” title is: “How Amazon aims to keep you clicking”.

I like your page!

Vincent