Tagged : amazon

in Culture, Customer Experience, Customer Service, Popular

Amazon’s Obsession Becomes 3 Keys to Success

I’ve talked about Amazon’s obsession on the customer and their innovative approach to business and customer service. I came across this video from a fellow customer service guru, Michel Falcon.

Some awesome points from Jeff on what’s made Amazon so successful (Do you see the pattern?):

1) Obsess over customers

Pay attention to your competitors. But put your energy and get your motivation from your customers. -Simple, Powerful, Genius.

2) Invent for the customer

You can invent your way out of any box you find yourself in.

3) Think long term of customers

Projects and services may pay dividends to customers right away (it has to), but may not pay off for the organization for several years. And that’s ok.

Early on in the video, Jeff talks about the mistakes, FAVORITE MISTAKES, he calls them that they made with Amazon. I love that…mistakes can be a good thing, it’s really one of the best ways you can learn and become better. It’s much easier to learn from what went wrong, than from what went right. Also much easier to learn what DOESN’T work, than what DOES work.

Amazon didn’t find an excuse to NOT provide awesome service. They just went out and did it with what they had.

Obession over the customer and focus on customer service doesn’t require a fancy office or a complex business environment. Amazon started out in Jeff’s house, with extension chords coming in from a bunch of different rooms into an office where a bunch of computers were setup.

in Culture, Customer Service, Management, Popular

Amazon.com Core Values: Successful Customer Obsession

I’ve recently been reading more and more about the concept of “customer obsession”. Customer service, as it has traditionally know, is on its way out. It’s the way to lose business and drive your customer base insane. The successful organizations with massive positive online goodwill and reputation are those that have embraced, live by, and seek to innovate in the area of customer interaction and customer delight. I say customer delight because simply focusing on customer satisfaction is like seeing to me mediocre. No one wants to just be satisfied, we all want to be wowed, to feel special, and be amazed at the quality of service we receive.

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