Jeff Bezos about Customer Service
“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.”
“We've had three big ideas at Amazon that we've stuck with for 18 years, and they're the reason we're successful: Put the customer first. Invent. And be patient.”
“Many companies describe themselves as customer-focused, but few walk the walk. Most big technology companies are competitor focused.”
“Until July, Amazon.com had been primarily built on two pillars of customer experience: selection and convenience. In July, as I already discussed, we added a third customer experience pillar: relentlessly lowering prices. You should know that our commitment to the first two pillars remains as strong as ever.”
“The quality of customer experience a partner delivers is the single most important criteria in our selection process—we simply won’t build a partnership with any company that does not share our passion for serving customers.”
“AWS is customer obsessed, inventive and experimental, long-term oriented, and cares deeply about operational excellence.”
“If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.”
“If you’re long-term oriented, customer interests and shareholder interests are aligned.”
“The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.”
“We don’t raise the prices, because we believe — and we have to take this as an article of faith – that by keeping our prices very, very low, we earn trust with customers over time.”
“Starter pack of essentials for Day 1 defense: customer obsession, a skeptical view of proxies, the eager adoption of external trends, and high-velocity decision making.”
“We see our customers as invited guests to a party and we are the hosts.”
“what’s good for customers is good for shareholders.”
“Start With the Customer and Work Backward”
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
“E-mail has some magical ability to turn off the politeness gene in a human being.”
