Necessities become things that are beneath our notice. Conveniences become necessities. Luxuries become conveniences. And then we invent new luxuries—like feeling put upon yesterday because a new 2 terabyte backup disk cost as much as $70 and took 8 hours to get delivered to my door, so I couldn't get all of my backups done last night: Jeff Bezos: Divine Discontent: Disruption’s Antidote: "One thing I love about customers is that they are divinely discontent...
...Their expectations are never static—they go up. It’s human nature. We didn’t ascend from our hunter-gatherer days by being satisfied. People have a voracious appetite for a better way, and yesterday’s ‘wow’ quickly becomes today’s ‘ordinary’. I see that cycle of improvement happening at a faster rate than ever before. It may be because customers have such easy access to more information than ever before — in only a few seconds and with a couple taps on their phones, customers can read reviews, compare prices from multiple retailers, see whether something’s in stock, find out how fast it will ship or be available for pick-up, and more. These examples are from retail, but I sense that the same customer empowerment phenomenon is happening broadly across everything we do at Amazon and most other industries as well. You cannot rest on your laurels in this world. Customers won’t have it...
#shouldread
