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Do the right thing, because it’s the right thing

Amazon was testing two different price points for the same offer. Some customers noticed that they weren’t getting the best deal.

So, Amazon gave everyone the best price, even though most people never noticed.

This is an interesting case because it’s OK for a company to test different prices and offers. Each customer got exactly what they ordered, for the price that they were expecting.

But sometimes standard business practices don’t feel right to customers. So do the right thing, get ahead of any complaints, and go above and beyond to make everyone happy.

———- Forwarded message ———-
From: Amazon.com Customer Service
Date: Wed, Jul 4, 2012 at 2:26 AM

Hello,

We’re contacting you about an order(s) you placed for one or more of the MP3 albums offered in our July 3, 2012 Gold Box Deal of the Day promotion. We recently learned that some customers were charged $1.99 for albums that we promoted for $0.99. We’re very sorry about this.

To help make it up to you, we’ve automatically applied a $1 promotional credit to your Amazon account for each album you purchased at $1.99, which you can use the next time you order an item sold by Amazon.com. …

We look forward to seeing you again soon.

Sincerely,

Customer Service
Amazon.com

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Comments

  1. andreibuspro July 14, 2012 at 5:57 am #

    Absolutely right. Even if no one noticed, doing the right thing is an integral part to retain customer loyalty and it boils down to integrity. Thanks for sharing.

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