Customer Obsession

Customer obsession is one of my favorite leadership principles by Jeff Bezos at Amazon. It reads — “Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.” These three ways to take a customer-obsessed approach to inform product decisions have worked for us at Amazon.

  1. Hunt for counter-intuitive patterns in metrics
  2. Map your product to existing human behavior
  3. Seek out and reduce friction

I had shared recent examples of taking a customer-centric approach for launch of Amazon Music Unlimited at a product leaders conference in San Francisco (Nov, 2016). Video (password: PTCleaders) is here and slides are below.