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Jeff Bezos: What Customer Obsession Actually Looks Like

By Jeff Bezos · Leadership · 1 min read

If there's one thing Amazon is about, it's obsessive attention to the customer experience end to end. Not whether they're a 'pure internet company.' Customer obsession. That's it.

Key Points

Selection, ease of use, low prices, great customer service, 30-day return policy — give customers all of that
If there's one thing Amazon is about, it's obsessive attention to the customer experience end to end
In the long term, there is never any misalignment between customer interests and shareholder interests

If there's one thing Amazon is about, it's obsessive attention to the customer experience, end to end.

Give Customers Everything

Bezos: I believe if you can focus obsessively enough on customer experience — selection, ease of use, low prices, more information to make purchase decisions with — if you can give customers all that, plus great customer service, plus a 30-day return policy — then I think you have a good chance. That's what we're trying to do.

Selection, ease of use, low prices, great customer service, 30-day return policy. That's what we're trying to do.

Obsessive Attention, End to End

Bezos: We have over 3,000 employees and over 4 million square feet of distribution center space. And those are things I'm very proud of. With half a dozen distribution centers around the country, we can get product close to customers and ship it in a very timely way.

If there's one thing Amazon is about, it's obsessive attention to the customer experience, end to end. That's what those distribution centers are for.

If there's one thing Amazon is about, it's obsessive attention to the customer experience, end to end.

Customer Interests and Shareholder Interests

Reporter: But your investors need to know what kind of company they're investing in.

Bezos: They should be investing in a company that obsesses over customer experience. In the long term, there is never any misalignment between customer interests and shareholder interests. There's only one side — obsess over customers.

In the long term, there is never any misalignment between customer interests and shareholder interests.