This is accurate
Also, on the Steam vs. Everyone else discussion:
I'll be the first to say, Valve has built an amazing platform for managing and playing games...one that I used before I worked in my current position and still use today.
They also built a phenomenal retail engine around it.
I've said it before and I will say it again. I don't care where our customers play their games, as long as they buy them from us and enjoy them
.
One thing I think we (Amazon) do better than anyone in the marketplace is provide world class customer support.
This is hard to fully appreciate until 2 things have happened though:
1. You've needed a world class CS team and your problem was solved very quickly and to your satisfaction
2. You've needed a world class CS team and it didn't exist
If you've ever been in one of those situations you can marginally understand the value of a robust Customer-Centric corporate culture (which is what Amazon is built on).
If you've experienced both then you REALLY get why it is important.
Just my 2 cents.
Cheers,
Tony