Here is a video interview with Jeff Bezos, from 1999. Please note the old style desktop computer in the background.
The main point of the interview is at minute 02:08.
Amazon had at the time when the interview was taken “… 3,000 employees and 4 million square feet of distribution center space in half a dozen distribution centers around the country. This allows Amazon to get the products close to the customers so that Amazon can ship it in a very timely way, which improves customer service levels. If there is one thing that Amazon cares about, it is customer satisfaction. End to end.”
This is often missed out when we look at customer satisfaction: short delivery time.
Most salespeople focus on a low price, some on the high quality of their products. They never think about their short delivery time as the differentiating factor.
This is where law firms will have a future: short delivery time as the main differentiating feature, followed by providing high-quality work.
The price for such services will be of less importance.