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If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.
Jeff Bezos
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Jeff Bezos
Age: 60
Born: 1964
Born: January 12
Astronaut
Computer Scientist
Entrepreneur
Albuquerque
New Mexico
Jeffrey Preston Bezos
Jeffrey Preston Jorgensen
Jeff Preston Bezos
Jeffrey Preston ''Jeff'' Bezos
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Physical
World
Internet
Media
Friends
Business
Inspirational
Marketers
Tell
Customers
Might
Unhappy
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I definitely believe people should pay for copyrighted works. And the laws are sufficient: They already require you to pay for copyright work. There's no confusion. The problem is...it's a heck of a lot easier to steal MP3s than to buy them.
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We watch our competitors, learn from them, see the things that they were doing for customers and copy those things as much as we can.
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But there's so much kludge, so much terrible stuff, we are at the 1908 Hurley washing machine stage with the Internet. That's where we are. We don't get our hair caught in it, but that's the level of primitiveness of where we are. We're in 1908.
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We are stubborn on vision. We are flexible on details.
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What characteristics do I look for when hiring somebody? That's one of the questions I ask when interviewing. I want to know what kind of people they would hire.
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When you are eighty years old, and in a quiet moment of reflection narrating for only yourself the most personal version of your life story, the telling that will be most compact and meaningful will be the series of choices you have made. In the end, we are our choices.
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The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.
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Strip malls are history.
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We've done price elasticity studies, and the answer is always that we should raise prices. We don't do that, because we believe -- and we have to take this as an article of faith -- that by keeping our prices very, very low, we earn trust with customers over time, and that that actually does maximize free cash flow over the long term.
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