Image courtesy Aurelijus Valeiša
I have used Amazon since it first started and followed their progress too. Jeff Bezos is someone I enjoy reading about to get tips on customer service. This is my favorite decision he made early on.
One of his more controversial early decisions was to allow customers to post their own book reviews on the site, whether they were positive or negative. Competitors couldn’t understand why a bookseller would allow such a thing. Within a few weeks, Mr. Bezos said, “I started receiving letters from well-meaning folks saying that perhaps you don’t understand your business. You make money when you sell things. Why are you allowing negative reviews on your Web site? But our point of view is [that] we will sell more if we help people make purchasing decisions.”