Trust is disruptive.
Offering flexibility builds trust.
Amazon understood this well. To grow in Indian market where customers find it hard to trust an online seller is a tough task.
Amazon solved this by bringing 7 days returns & refund policy.
Where traditional banias followed “Goods once sold won’t be returned back,” Amazon solved this problem. Gave flexibility to customers. Built trust. On top of it, a trillion dollar company was built.
