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Old 06-11-2018, 09:39 PM   #1
philomena
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question about Bezos speaks ?

Why customer focus is key:

Quote:

"If you have a customer-centric culture, that cures a lot of ills,” responds Bezos. “Let’s say you’re the leader in a particular arena, if you’re competitor-focused and you’re already the leader, then where does your energy come from? Whereas, if you’re customer focused, and you’re already the leader, customers are never satisfied.”
He continues, “If you’re customer-focused, you’re always waking up wondering, how can we make that customer say, wow? We want to impress our customers — we want them to say, wow. That kind of divine discontent comes from observing customers and noticing that things can always be better.”
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Old 06-12-2018, 06:19 PM   #2
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The shorter version is that complacency is one of the fastest ways to go from market leader to also-ran. Customers (as a group) are fickle and change their habits practically overnight.
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Old 06-12-2018, 07:49 PM   #3
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So long as Bezos remains customer focus, he will remain at the top of the heap. Even if Amazon isn't the cheapest game in town sometimes, being able to find within a few minutes what I want and to be able to get it usually within 2 days will always make them my first stop in the hunt.
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Old 06-12-2018, 08:45 PM   #4
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I actually disagree with the "customers are never satisfied" polemic. It's not my experience working with customers. Some people are never happy and never satisfied, but that they are customers is secondary. They are as unpleasant as spouses, friends, co-workers, and so forth.
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Old 06-13-2018, 12:26 AM   #5
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I actually disagree with the "customers are never satisfied" polemic. It's not my experience working with customers. Some people are never happy and never satisfied, but that they are customers is secondary. They are as unpleasant as spouses, friends, co-workers, and so forth.
The issue isn't individuals but customers as an aggregate of needs and preferences. That is what changes constantly and needs constant tracking. For Amazon that is currently hundreds of millions so it's not a trivial thing to identify trends but what they buy today isn't the same mix of products and services they bought five years ago or ten, fifteen years ago. Or what they'll need next year.

Example: fifteen years ago CDs and DVDs were big sellers. Today the average consumer buys less of them but they consume more digital content instead. Fifteen years ago there was no Kindle, no Echo, no Fire TV. Fifteen years ago free shipping by itself was an inducement, today people expect fast and timely delivery, even the same day if possible.

Amazon's focus isn't on making a sale but in making a steady stream of follow up sales. Some will be dry goods, some will be perishables, some will be digital.
Keeping the customer happy means keeping the customer coming back.
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Old 06-13-2018, 02:25 AM   #6
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Originally Posted by fjtorres View Post
The issue isn't individuals but customers as an aggregate of needs and preferences.
Needs and preferences customer didn't even know they had.

Anyway, I don't dispute that focusing on the customer is a good approach. It's pretty obvious.

Last edited by Mivo; 06-13-2018 at 03:03 AM.
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Old 06-13-2018, 03:33 AM   #7
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Originally Posted by Mivo View Post
I actually disagree with the "customers are never satisfied" polemic. It's not my experience working with customers. Some people are never happy and never satisfied, but that they are customers is secondary. They are as unpleasant as spouses, friends, co-workers, and so forth.
And if a customer is too much trouble, Amazon will stop doing business with them.
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Old 06-13-2018, 04:49 PM   #8
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Needs and preferences customer didn't even know they had.

Anyway, I don't dispute that focusing on the customer is a good approach. It's pretty obvious.
I just dispute that Amazon is customer focused, at least in certain areas where they have little to no competition. They seem to be customer focused only when they are trying to get market share or have their market share threatened.
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