A really good read.. this article gives a very different view of the world of online retailing.
The articles called A view from (under) the long tail.
I really love the following bit from the article:
Where Amazon?s normal customer service seems to be run by suspiciously cheerful MBAs from Stanford, who break off from counting their stock options to write apologies and deliver refunds, ?Amazon Advantage?, the ironically named system for selling wares, is clearly based on the last days of the Soviet system.