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Amazon Unveiled New Kindle as Competitors Multiply
Feb 10, 2009

Introducing a second generation of Kindle, Amazon's popular electronic reading device,  is creating great buzz and word of mouth praise.   Read Article This marvelous company does it all well; they are easy to deal with, are great customer service zealots, communicate with customers better than most, continually innovate,  are trusted and they are viral marketing superstars.  All of this has produced financial results that stand alone.  When the economic downturn started to gather serious momentum in the fourth quarter of last year and all retailers ran for cover, Amazon defied all logic and posted revenue gains of 18 percent while profits rose by 9 percent. Based upon their results , they have operated in denial of any recession .

This extraordinary company is respected and admired by businesses and customers alike.  They are considered by Fast Company to be in the top 10 of innovative companies in the world. They continuously seek to improve how the do what they do.  The book business is hurting badly and that is how they began.  Recognizing that reinvention, creativity and innovation must drive their growth they removed  any barriers to their success.  They sell new and old items, offer free shipping, provide a method  to obtain customer reviews on products they sell and make the check out process really easy.

There is the model.  While traditional retailers shake and fall and on-line retailers struggle, Amazon shines from success. Very simple really; care about your customer, demonstrate that caring through your behavior, provide an environment for easy and open two way communications and be really easy to do business with

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How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

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