Ask HN: How do you create a consumer facing company that cares?

[diminium]

I want to create a mass consumer facing company that truly cares about their customers. I don't know of any companies that have reached or even want to reach this level. Most mass consumer companies seem to be more obsessed with money or looking good than really caring about their customers.

I want to create products and services that the masses can use and never have to worry about it again. At the same time, I don't want the company to go bankrupt either but I would rather lean towards bankruptcy than what some companies consider "care" for their customers these days.

What are some stuff out there that can help in this journey?

[OafTobark]

I disagree. There are a number of large consumer facing companies that have excellent service that reflects their attempts at caring about the customer. At their size, it becomes incredibly difficult, nay impossible, for everything to remain perfect and there will be bad experiences here and there but overall some have done an amazing job.

Apple and Amazon as bluerib24 has mentioned, but as well as companies like Costco and Nordstrom has proven to be valuable as well, in my opinion.

[osivertsson]

As a consumer I want value, not care.

This includes selling me the right product/service that will continue to provide value, and providing accurate information.

[coryl]

Read Tony Hsieh's Delivering Happiness, goes through the story of Zappos development and ethos.

Seems exactly like what you want to replicate.

[bluerib24]

Out of interest, what's your opinion on how much Apple or Amazon cares about their customers?

[diminium]

Apple, I have no experience.

Amazon, from my personal experience, is average. For example, one of their products used an official picture that was different from what they sent me. The customer service agent basically said I had to CAREFULLY read the fine print and the picture was wrong. Yes, the company which invented "One Click Shopping" wants you to carefully read the entire product description for a common product while if I go to Wal-Mart for the exact same thing I can immediately see what I'm getting. I got the issue resolved but it wasn't an enjoyable experience with them making them making me feel like this was completely my fault and they were faultless and doing their best to avoid resolving any problems. Which, from my experience is - average.

[jdale27]

Pick up the book "Growing a Business", by Paul Hawken.