So this week, I got to plunge into the world of customer service as it applies to Amazon. Amazon came in at No. 1 in BW’s annual customer service ranking this year. I wrote a story about some of the programs the company has put in place during the past two or three years, including Fulfillment by Amazon and some of the changes they’ve made at their fulfillment facilities and with shipping. I learned a lot I hadn’t known before.
To do the story, I sat down with Jeff Bezos on the Saturday before they launched the Kindle here in NY. It was kind of funny, sitting in a conference room with him and the pr fellow, the only people on the floor of this tower where I work in midtown.