The balance of power is shifting toward consumers and away from companies. The right way to respond to this if you are a company is toput the vast majority of your energy, attention and dollars into building a great product or service and put a smaller amount into shoutingabout it, marketing it.
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You know, if you make a customer unhappy they won't tell five friends, they'll tell 5,000 friends. So, we are at a point now where we have all of the things we need to build an important and lasting company, and if we don't, it will be shame on us.
If we can arrange things in such a way that our interests are aligned with our customers, then in the long term that will work out really well for customers and it will work out really well for Amazon.
You know you're not anonymous on our site. We're greeting you by name, showing you past purchases, to the degree that you can arrange to have transparency combined with an explanation of what the consumer benefit is.
You don't want to negotiate the price of simple things you buy every day.
Focusing on the customer makes a company more resilient.
I think technology advanced faster than anticipated. In that whirlwind, a lot of companies didn't survive. The reason we have done well is because, even in that whirlwind, we kept heads-down focused on the customers. All the metrics that we can track about customers have improved every year.
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