Startups: why Customer Obsession is key to success | Amazon.com Lessons

Companies often talk about “customer centricity”, but what does it mean for start-ups and entrepreneurs? Here, Amazon shows how score a Home Run.

  • [message]
    • Part 1 on how Amazon creates and maintains a Culture of Innovation, despite being a massive company
      • Coming next: How Amazon incubates and launches ideas
Amazon is obsessed with their customers.

They want to understand their customers to a degree that other companies don’t go to. This doesn’t mean customer alignment using focus groups and external surveys – to Amazon, it results in a superficial understanding of customers. And that's not good enough.

What they’re looking for is deep insight that can only be driven by thinking in a customer centric way, developing solutions and innovations which customers want and need, even if they don’t know they need it yet.

The customer experience is a key part of Amazon's growth.
In an Amazon keynote, Adrian Luca (ASPAC AWS Head of Solution Architecture) explains that they are not afraid of disrupting themselves if the end result helps the customer. Despite knowing it would cannibalise the sales of physical books, Amazon pushed out and popularised the Kindle e-book reader because they knew it provided a superior customer experience. In other words, they're more than willing to fight for their customers.

To do so, Amazon needs to know what their customers want. These insights often come from the front line, and so Amazon encourages and has channels to report customer anecdotes rapidly up the chain. What may seem like a throwaway line may result in some critically important insight, enabling Amazon to even better serve their customers.

In one particular example, an off-the-cuff quip from a customer of Amazon Web Services (AWS) led to Amazon contacting the customer within 2 days to learn more about how they could help them and rolling out the solution to them within weeks.

Customer obsession means you are fighting for the customer, even if they don't know it yet. With that, you stop treating the customer as King. Instead, you treat them as God.

Comments

Name

5-why,8,advertising,8,amazon,2,analysis,14,anime,4,apple,1,aria,1,articles,15,asian business culture,6,Australia,6,bangkok,23,blackberry,6,business,11,case study,4,china,3,coaching,3,commentary,10,communication,2,consulting,2,corruption,1,cost cutting,1,creative commons,2,crisis,1,CSR,2,culture,6,customer service,4,deming,1,disruptive,2,download,12,editorial,46,education,2,entrepreneurship,6,environment,2,ethics,2,expatriate,2,fishbone diagram,2,food,2,genchi genbutsu,2,generation y,2,hansei,1,harvard business review,2,hong kong,7,Horenso,5,information,1,innovation,7,interesting clips,6,internet,2,iphone,3,IT Audit,1,japan,15,kaizen,28,KPS Video Express,3,laos,4,leadership,1,lean,5,live in bangkok like a local,4,management,8,marketing,30,Melbourne,6,mieruka,11,movie,1,new year,5,obituary,2,opinion,34,opportunity,8,PDCA,9,personal reflections,5,photo essay,1,photography,15,poster,1,project management,1,proposal,1,published,5,quality control,4,quotes,7,research,1,review,4,sales,2,saving money,1,segmentation,1,self reflection,1,shared,1,singapore,2,social media,1,software piracy,2,standard chartered,1,status,1,teaching,1,technology,19,telecoms,8,thai floods,12,thailand,27,the hong kong I remember,3,The Toyota Way,39,thought leadership,3,threat,1,toyota,8,toyota production system,39,travel,11,venice,1,Virtual Tour,1,Visuals,13,wallchart,1,wikicommons,1,Wikipedia,2,working,1,zarticles,7,
ltr
item
Karn Bulsuk: Full Speed Ahead: Startups: why Customer Obsession is key to success | Amazon.com Lessons
Startups: why Customer Obsession is key to success | Amazon.com Lessons
Companies often talk about “customer centricity”, but what does it mean for start-ups and entrepreneurs? Here, Amazon shows how score a Home Run.
https://2.bp.blogspot.com/-A-lAg0g3Yo4/Wzoh9HQzPCI/AAAAAAAAQHk/M1Kx0uAja200AYQMPNQp29R_PkgfqsebACLcBGAs/s640/IMG_6791.jpg
https://2.bp.blogspot.com/-A-lAg0g3Yo4/Wzoh9HQzPCI/AAAAAAAAQHk/M1Kx0uAja200AYQMPNQp29R_PkgfqsebACLcBGAs/s72-c/IMG_6791.jpg
Karn Bulsuk: Full Speed Ahead
https://www.bulsuk.com/2018/07/startups-why-customer-obsession-is-key.html
https://www.bulsuk.com/
https://www.bulsuk.com/
https://www.bulsuk.com/2018/07/startups-why-customer-obsession-is-key.html
true
1176442693905561237
UTF-8
All posts loaded No posts found VIEW ALL Read more Reply Cancel reply Delete By Home PAGES POSTS View All RECOMMENDED FOR YOU LABEL ARCHIVE SEARCH ALL POSTS No posts found Home Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sun Mon Tue Wed Thu Fri Sat January February March April May June July August September October November December Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Just now 1 minute ago $$1$$ minutes ago 1 hour ago $$1$$ hours ago Yesterday $$1$$ days ago $$1$$ weeks ago more than 5 weeks ago Followers Follow THIS CONTENT IS LOCKED STEP 1: Share. STEP 2: Click the link you shared to unlock Copy All Code Select All Code All codes were copied to your clipboard Can not copy the codes / texts, please press [CTRL]+[C] (or CMD+C with Mac) to copy