We had two ways we were able to flush out this enemy. For people who did shop with us, we had, for some time, a pop-up survey that would appear right after you’d placed your order, at the end of the shopping cart process. It was a single question, asking why you didn’t purchase more often from Amazon. For people who’d never shopped with Amazon, we had a third party firm conduct a market research survey where we’d ask those people why they did not shop from Amazon.
Both converged, without any ambiguity, on one factor. You don’t even need to rewind to that time to remember what that factor is because I suspect it’s the same asymptote governing e-commerce and many other related businesses today. [Eugenwei was one among the early employees at Amazon]