Bezos, a former executive at New York City hedge-fund firm D.E. Shaw, talked recently with Business Week Silicon Valley correspondent Robert D. Hof, often punctuating his answers with his trademark belly laugh. The No. 1 thing is the customer experience is even more important online.
Customer service is probably always the most important thing in any business.
But that's even more important online than in the physical world. The reason is, customers have more power online. So the balance of power shifts away from the business owners and to the customer. And that's a great thing. You reverse that online.