The Seven Building Blocks of Great Customer Service

The life cycle of birth, maturation, death, and new life plays out in markets in the same way and for the same reasons. Entrepreneurs come up with new ideas. If customers like those ideas better than they like dollars in their pockets, they pay the entrepreneurs and the new ideas mature. But with maturation comes some ossification as once nimble companies get bogged down by their own bureaucracies. This creates opportunities for new entrepreneurs to come along and replace the old. Amazon, once the nimble upstart that gave customers what they wanted at prices they were willing to pay, may be showing signs of its oncoming and inevitable decline.

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