By Patty Seybold (and Clients & Colleagues)
troubles me. I am seduced by the iPhone, but I’m still in love with the
Amazon customer experience. Amazon has made my life easy since 1994. I
entrust most of my purchases to Amazon. They rarely let me down. I’ve
had great customer experiences. I act on many of the recommendations
they give me because they know what I love.
It’s not often that we’re faced with the dilemma of choosing between two exceptional customer experiences. The advent of Apple’s iPad poses that dilemma for me. I’m almost certain that once I start using Apple’s iPad, I will use my Amazon Kindle less and less. And that means that my impulse buying, not just of digital books, magazines, and newspapers, but also of digital music, movies, TV shows, and games will move to Apple. Why? Because the iPad is seductive. It embodies the incredible Apple “i-”user experience and I’ll be able to enjoy crisp black and white reading, brilliant color reading, and interact with my content, my friends and colleagues, and the world while relaxing in my favorite leather armchair or lying in my hammock.
Seeking Advice When Torn between Two Loves
So, this week, I sent out an SOS to my family, friends, and my smartest customers—Patty’s Pioneers and Patty’s Visionaries—the people who are my role models—the lead users who break new ground in customer experience and business innovation. I asked them for advice: Advice for me and advice for Amazon. Here are a few of the things they recommended for me, for other loyal Amazon customers, and for Jeff Bezos at Amazon to consider:
According to my clients, Amazon should:
1. Make it easy to buy digital goods FOR all platforms FROM all platforms.
2. Sell easily portable content
3. Provide the best digital library and back-up services
4. Continue to offer the Kindle Reader software across all devices
5. Support color and better graphics on its e-Readers
6. Sponsor an Open Source e-reader platform
7. Embrace ePub and other E-Book formats that are publishers’ standards
8. Provide competitive commissions; but compete on price