Wednesday, December 15, 2004

Amazon continues to exceed expectations

In business, one key to customer satisfaction is to exceed expectations by "under promise, over deliver". Amazon certainly does that very well in terms of their order fulfillment.

I ordered the Lord of the Rings: Return of the King Extended DVD on Wednesday night, Dec 8. Amazon said the product will be available on Dec 14. Free shipping will take 2-6 business days plus an additional 1-3 days before shipping. Thus the expected ship date is Dec 16 and the my delivery date is Dec 20-24.

I got an email on the Friday the 10th saying the order has been shipped, and I receieved the package today. This totally exceeded my expectations which Amazon wisely under promoised during the holiday season. I'm impressed.

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