Episode #405 from 1:36:16
Principles
So that speaks to the obsession with the customer experience. So one of the defining aspects of your approach to Amazon is just being obsessed with making customers happy. I think companies sometimes say that, but Amazon is really obsessed with that. I think there's something really profound to that, which is seeing the world through the eyes of the customer, like the customer experience, the human being that's using the product, that's enjoying the product, the subtle little things that make up their experience. How do you optimize those? This is another really good and deep question because there are big things that are really important to manage, and then there are small things. Internally into Amazon, we call them paper cuts. So we're always working on the big things, if you ask me. And most of the energy goes into the big things, as it should, and you can identify the big things. And I would encourage anybody, if anybody listening to this is an entrepreneur, has a small business, whatever, think about the things that are not going to change over 10 years. And those are probably the big things.
People
Why this moment matters
So that speaks to the obsession with the customer experience. So one of the defining aspects of your approach to Amazon is just being obsessed with making customers happy. I think companies sometimes say that, but Amazon is really obsessed with that. I think there's something really profound to that, which is seeing the world through the eyes of the customer, like the customer experience, the human being that's using the product, that's enjoying the product, the subtle little things that make up their experience. How do you optimize those? This is another really good and deep question because there are big things that are really important to manage, and then there are small things. Internally into Amazon, we call them paper cuts. So we're always working on the big things, if you ask me. And most of the energy goes into the big things, as it should, and you can identify the big things. And I would encourage anybody, if anybody listening to this is an entrepreneur, has a small business, whatever, think about the things that are not going to change over 10 years. And those are probably the big things.
People and topics
People