Concept
Customer Obsession
Core differentiator of Amazon focusing on customer needs above all else
Customer Obsession
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Context
Related Frameworks31
Related Practices95
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Transcript mentions
The first thing I'll say is that CX is deceptively large given it's hidden behind just two words, two letters. Customer experience really is service success, sales and marketing, in my opinion.
And just that level of frequency and specificity and ritual around it is what brings it into the decision-making culture. And again, we treat it the exact same as we do tweets.
… two monster products, and Nubank is now in that fortunate position, that starts to get conservative, that starts to forget that focus, concentration, customer obsession are every bit as important, that even though the company won't go…
Again, the Jeff Bezos interview with Lex Fridman, he was talking about how with Blue Origin, with the way Amazon, he thought about Amazon is customer obsession. That was the core goal and differentiator of Amazon.
… And you're constant, that kind of customer obsession, having the relationships with the suppliers, having the relationship with the buyers, so that you have your ear to the ground. And when they start t...
Concept
Customer Obsession
Core differentiator of Amazon focusing on customer needs above all else
Context
Related Frameworks31
Related Practices95
Ask about this concept
Transcript mentions
The first thing I'll say is that CX is deceptively large given it's hidden behind just two words, two letters. Customer experience really is service success, sales and marketing, in my opinion.
And just that level of frequency and specificity and ritual around it is what brings it into the decision-making culture. And again, we treat it the exact same as we do tweets.
… two monster products, and Nubank is now in that fortunate position, that starts to get conservative, that starts to forget that focus, concentration, customer obsession are every bit as important, that even though the company won't go…
Again, the Jeff Bezos interview with Lex Fridman, he was talking about how with Blue Origin, with the way Amazon, he thought about Amazon is customer obsession. That was the core goal and differentiator of Amazon.
… And you're constant, that kind of customer obsession, having the relationships with the suppliers, having the relationship with the buyers, so that you have your ear to the ground. And when they start t...