Source: AMZN Letter to shareholders
Published: April 2017

Day 1 Vitality

Circulated: April 14, 2020

“There are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality.

Why? There are many advantages to a customer-centric approach, but here’s the big one: customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great.”

- Jeff Bezos, CEO of Amazon