Monday, October 08, 2007

Customer focus, customer centric: lessons from Amazon

Once you put customer centricity as your main mission success is closer to reach:

"There's another situation, too, where I think being customer focused is better, and thats when you are a leader. If you're competitor focused, you tend to slack off when your benchmarks say that you're best. But if your focus is on customers, you keep improving"

"Years from now, when people look at back at Amazon, I want them to say that we uplifted customer-centricity across the entire business world"
Jeff Bezos, at HBR October 2007, "The Institutional Yes: The HBR Interview with Jeff Bezos.

1 comment:

Cynthia said...

Interesting. I find that I am continually discovering customers that I didn't know I had. Makes me think that it's just as important to know who your customers are as it is to know what makes/keeps them happy.