Friday, 7 August 2020

"Customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don't know it yet, customers want something better, and a constant desire to delight customers drives us to constantly invent on their behalf. As a result, by focussing obsessively on customers, we are internally driven to improve."


"Since our founding, we have striven to maintain a 'Day One' mentality at the company ... approaching everything we do with the energy and entrepreneurial spirit of Day One....  [M]aintaining a Day One mentality as a critical part of our DNA, we can have both the scope and capabilities of a large company and the spirit and heart of a small one.
    "In my view, obsessive customer focus is by far the best way to achieve and maintain Day One vitality. Why? Because customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don't know it yet, customers want something better, and a constant desire to delight customers drives us to constantly invent on their behalf. As a result, by focussing obsessively on customers, we are internally driven to improve our services, add benefits and features, invent new products, lower prices, and speed up shipping times -- before we have to."

~ Jeff Bezos, Amazon founder & CEO, to the U.S. HouseSubcommittee on Antitrust, Commercial, and Administrative Law
[Hat tip Objective Standard

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