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Amazon's Fake Review Problem Tells You What the Company Really Thinks About Its Customers Amazon has a problem. It's the kind of problem that's obvious once you know where to look, but easy to miss considering the year the company has had. I mean, by all accounts, it's been a very good year to be selling things online. As online shopping surged during the pandemic, Amazon exploded. It became the place we went for everything from toilet paper, to laptops, to groceries. It's also where millions of small businesses go to sell their products online. That is certainly a good thing--lots of people have lots of options of what to buy, many of them from small businesses. It seems like a win-win, and for Amazon, it's been very good business. Third-party merchants make up more than half of all of Amazon's transactions. Of course, someone a long time ago came up with the idea that customers should be allowed to leave reviews about products they buy. That sounds like a great solution, until you have the experience of buying a product with thousands of glowing reviews, only to have it show up and not be at all what it seemed to be online. It's almost as if many, if not all, of those positive reviews were for something else altogether. Or, perhaps they were fake. This is a problem for Amazon, not just because it's really bad to have so many bad products with so many fake reviews. It's also a problem because Amazon knows about it, and seems to have taken very little action to stop it. Except if a thing is broken, and you know it's broken, and you know it directly affects the customer experience in a negative way, and you don't fix it, you're sending a message that you don't care about your customers. There's really no other way to look at it. That's certainly not what Bezos had in mind when he first published his 1997 letter to shareholders. Obsessing over the customer experience was his most important rule--the thing that drove every decision at Amazon. I'm sure Amazon would argue that its third-party seller network is huge, and that it takes swift action when it discovers merchants that are in violation of its rules, but if you built something so big you can't effectively manage it, that's a problem. The solution isn't to talk about how you understand there's a problem and you have policies to deal with it. The solution is to fix it or shut it down. camera bag cyber mondaycheapest bag in louis vuitton
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