December 12: Two truths about customer service

Customer obsession is the core of Jeff Bezos’s approach to business.

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Source: The Amazon Way (page 2)
Published: June 2021

Two truths about customer service

Early on at Amazon, Bezos internalized two truths about customer service:

1. When a company makes a customer happy, she won’t tell a friend or two; she’ll tell many, many more. 

2. The best customer service is no customer service—because the best experience happens when the customer never has to ask for help at all.

Companies can invest in the following:

• Customer-obsessed policies (e.g. Proactive shipping refund for a missed delivery date.)

• Self-service resolution paths (e.g. Report a missing item from your order.)

• Online documentation (e.g. FAQs and how-to guides)

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