I agree with this. Reputation is a funny thing, we think it is quickly lost (and can be), but it can also be lost very very slowly as a slow erosion of time.
I tend to think this slow way is alot harder to bounce back from. It took what, 3 generations? For Japanese-made cars to be seen as equal to or better than, American made cars, because for a long, long time the perception was that Japanese-made was crap (and it was). It took generations to overcome that point of view (because it took generations to form it).
It looks to me like the same is happening to Amazon. Not many people fully trust Amazon anymore, but also don't distrust it enough to say "I don't trust it!" to a survey. More like "Well... kind of... ok sure... I trust them."
I tend to think this slow way is alot harder to bounce back from. It took what, 3 generations? For Japanese-made cars to be seen as equal to or better than, American made cars, because for a long, long time the perception was that Japanese-made was crap (and it was). It took generations to overcome that point of view (because it took generations to form it).
It looks to me like the same is happening to Amazon. Not many people fully trust Amazon anymore, but also don't distrust it enough to say "I don't trust it!" to a survey. More like "Well... kind of... ok sure... I trust them."