Speaker unverified: uncertainty

Transcript context

…Wow. Every week. Wow. And they’re so visible that every opportunity to screw it up is an opportunity for social media to amplify that message and I kind of frequently talk to our Maveron companies about, relatively speaking, how easy their task is to exceed customer expectations. Because if you have your own distribution, then you just really need a customer service infrastructure that gets what you’re trying to do and what the brand says and speaks for. It’s just much easier and I think that's one of the masteries of Starbucks but I look at Apple as an example and I look at the Apple stores. I don’t know how you guys feel but I knew 15 years ago that Apple was on to something when my 70-year-old mother-in-law at the time told me how she’s making reservations at the Apple store and she just loves it and she’s learning. So, I think, you know, it’s not a surprise to see Amazon first with the bookstore and then eventually go because again, let’s take it full circle. Technology for itself is not the issue. Technology for serving customer needs, to me, becomes incredibly powerful and sticky and enduring. Well said.…

Stored transcript either side of the excerpt. The highlighted words are the published quote; the surrounding text is unedited source, never generated.