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v class="googleright">Let me start of by saying that: I'm a quality nut. Yes that's right [link widoczny dla zalogowanych], I love quality. A few years back I ordered Business @ the Speed of Thought by Bill Gates from Amazon. After waiting two weeks, well past the expected delivery date, I thought I'd call them to see where my order went. The phone conversation I had with the support representative knocked me off my feet. The whole conversation was just three sentences:
"Hello [link widoczny dla zalogowanych], my name is Kevin Kraft my customer number is…
I ordered a book by Bill Gates about two weeks ago and it hasn't arrived."
"Oh, I am sorry Mr. Kraft. We will resend it right away and it should arrive within 2-3 days".
There were no questions asked. No problems. I got my book 2 days later delivered by courier. It was great service, and Amazon couldn't have resolved my problem any better.
The e-Commerce environment has allowed many companies to grow quickly without having to worry much about quality or service. However, if some don't wake up and smell the flowers soon, they'll drown in a sea of competitors. Quality is where it is at in the physical marketplace and also in cyberspace. It's what creates customer satisfaction, or when the quality is lousy, total dissatisfaction. Good quality is also the greatest of marketing vehicles. Why? Nothing beats word-of-mouth praise to spread the good word and bring you more customers. When you take care of a customer with no questions asked [link widoczny dla zalogowanych], that customer will spread his or her good word about you, and you'll win
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