Thursday, July 16, 2015


Is it good PR to disappoint your customers?  Amazon.com is about to find out.  It is conducting its first off-season sale for its Prime customers, and some are unhappy with what is being offered at discount.  Does it make sense to have done it, or should Amazon like Wal-Mart strive for low prices every day?  Other merchants run sales until supply lasts and shoppers queue for a chance to grab something from a rack and run to a dressing room.  Perhaps the experience is not the same online where customers expect a nearly infinite supply of goods.  Amazon will judge the effectiveness of its strategy and adapt in years to come, but it doesn't need any more headlines about unhappy customers.


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