Jeff Bezos' secrets of success

I loved the Oct HBR interview with Jeff Bezos especialy where he said: “Years from now when people look back at Amazon I want them to say that we uplifted customer centricity across the entire business world”

Of course, we are intent on helping that happen by sharing some great Amazon processes such as Skyline and WOCAS.

He comments on the strategic significance of such processes:
“..we know that when we put energy into defect reduction which reduces our cost structure and thereby allows lower prices, that will be paying us dividends ten years from now.”

And on what we in Budd call "the best service is no service" - the name of the book to be published in April next year:
“…that execution factor is a big factor and you can see it in our financial metrics over the past ten years. It’s very obvious when, for instance, we look at the number of customer contacts per unit sold. Our customers don’t contactus unless something’s wrong, so we want that number to move down – and it has gone down every year for 12 years"

And relative to our common sense loop which says the customer knows best:
“when we can’t decide what to do, we try to convert it into a straightforward problem by asking “what’s best for the consumer?””

And a lovely quote relative to why these processes are so important to get on with:
“I think most big errors are errors of omission not commission. The times when they were in a position to notice something and act on it…and yet failed to do so”

Thanks Jeff