From Business Week:
http://www.businessweek.com/articles...-brad-stone#p1
It takes a whole (upcoming) book to cover Amazon properly.
BusinessWeek has some choice extracts.
Quote:
Within Amazon.com (AMZN) there’s a certain type of e-mail that elicits waves of panic. It usually originates with an annoyed customer who complains to the company’s founder and chief executive officer. Jeff Bezos has a public e-mail address, jeff@amazon.com. Not only does he read many customer complaints, he forwards them to the relevant Amazon employees, with a one-character addition: a question mark.
When Amazon employees get a Bezos question mark e-mail, they react as though they’ve discovered a ticking bomb. They’ve typically got a few hours to solve whatever issue the CEO has flagged and prepare a thorough explanation for how it occurred, a response that will be reviewed by a succession of managers before the answer is presented to Bezos himself. Such escalations, as these e-mails are known, are Bezos’s way of ensuring that the customer’s voice is constantly heard inside the company.
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Lots more. Flattering and embarrassing.
Highly recommended.
He really belongs with Jobs and Gates in his management style. He does not suffer foolishness. At all. Too bad he has to deal with corporate publishing.
