Your brand isn’t what you say it is but what your customers say it is. Today’s companies are built on action, not just words. Amazon has become one of the most valuable retailers and service companies globally. At Amazon, customer experience and execution tower over marketing and promotion.
In 2001, Jeff Bezos laid out his plan “We take those funds that might otherwise be used to shout about our service, and put those funds instead into improving the service. That’s the philosophy we’ve taken from the beginning. — If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.”
Building great customer experiences doesn’t have to cost a lot of money. It does require an intense focus on details and an obsession with delighting customers. Jeff Bezos’ playbook is for big businesses and small businesses alike. “Be Like Amazon: Even a Lemonade Stand Can Do It” is an engaging story for both entrepreneurs and managers. It’s a book about building a great company. It’s about agile design of customer experiences. And it’s about using data well. It’s about growing and scaling a company that lasts.
In 1994, Jeff Bezos committed Amazon.com to become “earth’s most customer-centric company. Amazon’s long-term focus is on staying ahead of their customers, not competitors. It is all based on four simple pillars than every company can leverage.
The Four Pillars of Amazon’s Success:
- Customer Centricity.
- Continuous Optimization.
- Culture of Innovation.
- Corporate Agility.
These are the essence of the Amazon brand. Look closely and you’ll see that the four pillars of Amazon’s success speed each other up. They create a virtuous flywheel that spins at ever-greater speeds.
The old rules to building and growing a business haven’t changed. There are some new obstacles to overcome and challenges to conventional wisdom.
Every business (B2C, B2B and others) can make Amazon’s Four Pillars work for them. Leaders will use Amazon’s Four Pillars to refocus on what never changes. Be Like Amazon will help you look beyond data about your company’s performance to see the data that reveals your customer’s reality.
“Be Like Amazon: Even a Lemonade Stand Can Do It” will force you to examine your commitments, your actions and whether you measure what you most value most. You can be like Amazon too!