[beAbU]

There's irony in bringing up Amazon here: From what I've seen, the thing most people rave about when it comes to Amazon is it's customer service. Everything else is pretty mid: the products are poor quality, sometimes counterfeit and if you are not careful way overpriced.

Amazon is not selling customer service as a separate product, yet that's the product that most customers really rave about, even though they don't really like anything else about Amazon.

[smcin]

I said "used to put it". In the early days of Amazon, it totally differentiated itself from other online and brick-and-mortar sellers of books(/CDs/etc.) on price, speed, accuracy, customer support, responsiveness.

Obviously it has evolved since into a huge organization and many other things have changed.