SOME CONSIDER SERVICE AS A SECONDARY ISSUE – 3 OBSERVATIONS I talk to numerous people who fail to grasp the importance of service online. Online business is NOT all about price. Service is important, and research suggests that it is a very real potential differentiator. A recent international study rated Amazon 9th in the world in […]

SOME CONSIDER SERVICE AS A SECONDARY ISSUE – 3 OBSERVATIONS I talk to numerous people who fail to grasp the importance of service online. Online business is NOT all about price. Service is important, and research suggests that it is a very real potential differentiator. A recent international study rated Amazon 9th in the world in terms of retail service. Most of the other businesses were predominantly bricks and mortar – but most had an online presence. Part of the secret of the success of Amazon has been the standard of service that it offers. Its service is better than many online and better than most in Australia – particularly in terms of range and delivery. Contrary to popular belief, price is NOT the most important issue on line. Depending on the survey you look at, price ranks between 3rd and 5th. It is important, but never as important as range…