What's best for the customer

Amazon's Jeff Bezos:

“When we pioneered customer reviews, it was incredibly controversial. I got letters from publishers saying, ‘You don’t understand your business. You make money when you sell things. Take down those negative customer reviews.’ We’ve never done anything of real value that wasn’t at least a little bit controversial when we did it. But if you want to be a pioneer, you have to be comfortable being misunderstood.”

With all the reviews they’ve accumulated over the years, Amazon has become a resource for people researching products. It’s my go to place for all product reviews (with the exception of movies and music). Bezos taking the side of the customer proves useful for his business. Ignoring publishers (who tell him he doesn’t know what he’s doing) is one of my favorite stories about him. Customers before publishers is the lesson here.