Every week, Aly and I will post our most interesting service-minded stories for the week as part of a Friday recap. We’ll comment on one story each and then add 2-3 others for your review.
For the tenth installment, and week 15 of 2017:
Aly was traversing the world this week and will send in his travel report next week.
Topic: Customer Obsession at Amazon
Source: recode: Link
Commentary: Jeff Bezos’s annual shareholder letter hasnt reached the acclaim of Warren Buffet’s but given all the accolades that Amazon receives, and for the fact that Bezos is now the 2nd richest person person in the world (besting Buffett), its worth a read. There are many interesting areas in this letter, but the one that stands out the most is his focus on customer obsession. I really enjoy this line:
“Even when they don’t yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf.”
In our 2017 benchmark survey of service leaders (GET INVOLVED), nearly 6 out of 10 indicated that customer-centric initiatives were their primary area of focus for 2017. While not all of these leaders are looking to invent on their customers’ behalf, they are beginning to understand that success requires more than an obsession with operational efficiency or with product development.
Our Three Other Articles
1- Can United Recover (Knowledge at Wharton, 4/13/17)
2- How Companies Are Using AI (Harvard Business Review, 4/14/17)
3- Amazon will pay you to stay home, work customer service (RetailDive, 3/29/17)
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Till next week.