I’ve always loved Sears: the catalogue, the store, the brands, the people. But it’s now a shell of what it used to be. Today, retail is defined by Amazon - like the old Sears, it has everything: but they don’t have anyone to talk to; it has, like the old Sears, great prices: but it doesn’t give that personal touch. Even so, it’s earned people’s business because it’s reliable, and isn’t that what we want in the things we… well, rely on for what we want and need. For baby boomers like me it seems a bit like blasphemy, because we’re so used to doing business with real people we can talk to, but Amazon’s made the service experience so good that it demands people’s loyalty, even when it’s hard to find a live body there. The standard for service excellence is, and always has been, all about reliability: if you want customers in your store or on your site, give them your word and keep your promise. That’s what gets people’s loyalty today.
Steve Maraboli (b. 1975): Military veteran, Internet radio commentator, motivational speaker and author
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