"If anybody ever called our number, it would be picked up in less than 2 rings with a friendly voice answering, 'CD Baby.' From 7 am to 10 pm, there was always somebody to pick up a call in 2 rings. No voice mail system; no routing to different departments. We treated our customers like our best friends. You don't route your best friend's call to an automated system!"
"When a customer has a complaint, use the "Italian Momma method": Think of your customer as the little bambino that took a spill on the sidewalk. Channel your inner Italian mother and shower your customers with attention and genuine concern when they come to you with an issue. Just as the bambino who survived his tumble largely unscathed, a customer's perspective of the situation will wind up getting reset. Essentially, the mountain shrinks into a molehill."
"All businesses need to be young forever. If your customer base ages with you, you're Woolworth's," added Bezos, who created the world's leading online retailer. "The number one rule has to be: Don't be boring.""
"I empathize with women in their high heels so I'll be there in my kilt and T-shirt and I'll walk around all day just to prove that if I can wear the shoes for 36 hours then certainly our customer can wear them."