Jeff Bezos’ Annual Letter
I might be shunned for beating the dead horse, but while he talks about 'True Customer Obsession', he allows counterfeit goods erode his customer's trust in Amazon. I'd argue Amazon's 'process as proxy' in dealing with counterfeits is the careless return process. 'Oh, it's counterfeit? We're sorry! Here's your money back!' does not solve the issue. Sure, thanks for the $10 back, but now I must think twice (or thrice!) before ordering from Amazon. Once my Prime membership lapses, I will not renew.<p>The 'process' for dealing with counterfeits is broken. When the customer has to think about "the chances of counterfeit" or dealing with the return of counterfeit products, it's NOT customer obsession.<p>I respect Jeff, TONS, but come on. You're talking the talk, but you're not walking the walk.