Just wait, the company’s critics have always shot back. Wait till
Amazon controls the whole market — then see how well it treats
authors, publishers and customers.
Now Amazon is walking right into its detractors’ predictions.
There are a couple obvious reasons this is a bad strategy. It’s
bad public relations — if it doesn’t already, Amazon may soon
control a monopolistic stake of the e-book market and its tactics
are sure to invite not only scorn from the book industry but also
increased regulatory oversight.
But the more basic problem here is that Amazon is violating its
own code. To win a corporate battle, Amazon is ruining its
customer experience. Mr. Bezos has long pointed to customer
satisfaction as his North Star; making sure customers are treated
well is the guiding principle for how he runs Amazon.