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Source: The Film Archives
Published: April 2001

Customer-centricity at Amazon

Circulated: November 11, 2020

Interviewer: “You make a big deal about having a customer-centric focus. Do you honestly believe that the customer is always right?”

Jeff Bezos: “Our mission is to be Earth’s most customer-centric company. We have a precise definition of customer-centric that includes three things:

  • Listen: the most traditional meaning of customer-centric; if you don’t listen to your customers, you will fail; for example, a focus group
  • Invent: often involves not listening to your customers; it isn’t the customer’s job to invent for themselves
  • Personalize: putting the customer at the center of their own universe; redecorating the store for each individual customer”

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