Learn about Amazon’s approach to customer service, a nefarious attempt to silence customers, and the unique challenges of replacing a mattress you don’t want. Bite-Sized Delight From the Episode: • Customer Service Tenets for Everyone - Amazon’s Six Tenets of Customer Service offer a roadmap for creating effortless, efficient interactions. • Prioritizing Money Can Cost You Customers - While research from the University of Minnesota shows that making it hard for consumers to complain has a financial upside, the long term cost to your customer experience reputation isn’t worth it. • The Less Effort the Better - By making it simple and easy to return a purchase, companies get people talking and build long-term trust. Are You Looking for Things We Referenced? • 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences - by Dan Gingiss, Forbes.com • 'Your call is important to us': Not really, University of Minnesota study shows - by Jackie Crosby, Minnesota Star Tribune Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!