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I've heard it described as a focus on the customer in aggregate, as opposed to a focus on individual customers.
by arpyzo 6y ago
I've heard it described as a focus on the customer in aggregate, as opposed to a focus on individual customers.
- vaidhy 6y agoI work at Amazon and all the disclaimers apply. The key difference I see with Amazon is that it is actually focus on individual customers. The general idea is to go from anecdote to generalized solution. They call it "peculiar" inside. There are several stories inside that kinda exemplify these qualities - When kindle first launched in UK, they realized they need to do something different for folks in Isle of Man. There were something like 12 customers there at that point. The launch was delayed/additional people were added to make sure those 12 customers also got it at the same time. Jeff Bezos's famous question mark emails are mostly start with a single customer complaint. My biggest learning is that you have to focus on individual customers, but should learn to do it at scale.
- coldtea 6y agoDoesn't this exactly fit the "token goodwill gestures where it doesn't hurt our bottom line" thing? If they cared for the customers they'll have improved things that affect hundreds of thousands or millions or all of them (tons of such long-standing, including for the Kindle, which has languished as hardware in neglect-land). Doing a fuss to make the release day the same for 12 customers (or 100) in the Isle of Man is not "caring for invididual customers". It's either a token empty feel-good gesture within the company, a whim of some superior, or a "nice story" empty marketing stunt.