The Amazon Way: 14 Leadership Principles Behind the World's Most Disruptive Company

by John Rossman

organizational friction

[contacts per order],

discontinuous—much

“the holy trinity”:

price, selection, and availability

Holy Trinity

Price, selection, and availability…these are the three durable and universal customer desires that Amazon thinks of as its holy trinity.

Offer everything, get it cheaper, and make it more easily available.

Remember

We now offer customers gift certificates, 1-Click(SM) shopping, and vastly more reviews, content, browsing options, and recommendation features.

Word of mouth remains the most powerful customer acquisition tool we have, and we are grateful for the trust our customers have placed in us. Repeat purchases and word of mouth have combined to make Amazon.com the market leader in online bookselling.

Price, selection, and availability—all the elements of the holy trinity are there.

he could never imagine a day when the customer would want higher prices, less selection, or a more complex and difficult transaction process.