Centralized vs decentralized?

Great customer service can save a mediocre product.

But it can’t save a shitty product.

Just like a great product can’t save a shitty customer service.

At the end of the day it’s not so much about the product anymore.

Because everybody expects a great product.

It’s a given.

Nobody buys mediocre stuff anymore.

Because we all have access to the best of the best.

And just in case someone buys mediocre stuff, they will probably never buy there again.

What makes all the difference these days is how the customer feels like when she interacts with the brand.

And in 99% of the cases the only interaction a customer has with a brand or a company is the customer service.

So at the end of the day the customer service really is the product.

Because it’s what makes all the difference.

And that’s the real reason why Amazon is crushing Ebay (and everybody else).

Because Amazon is a customer service company.

While Ebay has outsourced its customer service to its sellers…

Originally published at yanngirard.typepad.com.