This article is a summary of a YouTube video "The Leadership Principles Explained: Customer Obsession" by Inside Amazon
TLDR Customer obsession is crucial for companies to earn and keep the trust of their customers, and every Amazonian should contribute to problem-solving and continuous improvement in order to deliver excellent customer service.
Our Customer ObsessionLeadership Principle emphasizes the importance of starting with the customer and working backwards to earn and keep their trust.
Obsessing over customers goes beyond just building products, it involves finding innovative ways to meet their needs and exceed their expectations.
A single bad customer experience can quickly erode trust, highlighting the importance of consistently delivering excellent customer service.
Customer obsession is crucial for companies, as customers will only remain loyal if they believe the company is the best choice.
"When we find gaps in how we perform for customers relative to our competitors, we work quickly to close those gaps."
Every Amazonian can, and should, bring attention when they discover a customer issue, fostering a culture of problem-solving and continuous improvement.