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The American Customer Satisfaction Index recently announced the results of its annual survey, and for the 8th year in a row customers ranked Amazon 1. The United Kingdom has a similar index, The U. For the 5th time in a row Amazon U. And just a few weeks ago, Harris Poll released its annual Reputation Quotient, which surveys over 25, consumers on a broad range of topics from workplace environment to social responsibility to products and services, and for the 3rd year in a row Amazon ranked 1.
Congratulations and thank you to the now overAmazonians who come to work every day with unrelenting customer obsession, ingenuity, and commitment to operational excellence. And on behalf of Amazonians everywhere, I want to extend a huge thank you to customers.
One thing I love about customers is that they are divinely discontent. I see that cycle of improvement happening at a faster rate than ever before.
These examples are from retail, but I sense that the same customer empowerment phenomenon is happening broadly across everything we do at Amazon and most other industries as well.
You cannot rest on your laurels in this world. How do you stay ahead of ever-rising customer expectations? But high standards widely deployed and at all levels of detail are certainly a big part of it.
I believe high standards are teachable. In fact, people are pretty good at learning high standards simply through exposure. High standards are contagious. The opposite is also true. If low standards prevail, those too will quickly spread.
And though exposure works well to teach high standards, I believe you can accelerate that rate of learning by articulating a few core principles of high standards, which I hope to share in this letter.
Universal or Domain Specific? Another important question is whether high standards are universal or domain specific. In other words, if you have high standards in one area, do you automatically have high standards elsewhere?
I believe high standards are domain specific, and that you have to learn high standards separately in every arena of interest. When I started Amazon, I had high standards on inventing, on customer care, and thankfully on hiring.
I had to learn and develop high standards on all of that my colleagues were my tutors. Understanding this point is important because it keeps you humble. You can consider yourself a person of high standards in general and still have debilitating blind spots.
There can be whole arenas of endeavor where you may not even know that your standards are low or non-existent, and certainly not world class. Recognition and Scope What do you need to achieve high standards in a particular domain area?
First, you have to be able to recognize what good looks like in that domain. Let me give you two examples. One is a sort of toy illustration but it makes the point clearly, and another is a real one that comes up at Amazon all the time.
Perfect Handstands A close friend recently decided to learn to do a perfect free-standing handstand. No leaning against a wall.
Not for just a few seconds. She decided to start her journey by taking a handstand workshop at her yoga studio. So, she hired a handstand coach. In the very first lesson, the coach gave her some wonderful advice.
The reality is that it takes about six months of daily practice. Instead, we write narratively structured six-page memos. Some have the clarity of angels singing. They are brilliant and thoughtful and set up the meeting for high-quality discussion.
Sometimes they come in at the other end of the spectrum. The writing example is very different. The difference between a great memo and an average one is much squishier.
It would be extremely hard to write down the detailed requirements that make up a great memo.Business Plan Template When it comes to making the most of your business, Bank of Ireland is here to support you in any way we can.
We’ve put together a sample. Dec 16, · How to Finish Your Business Plan In 1 Day - Duration: growthink , views. Work hard, Das Konzept von Lass-andere-schreiben . Business Plan Template When it comes to making the most of your business, Bank of Ireland is here to support you in any way we can.
We’ve put together a sample. Tips for writing an essay introduction: If you are answering a question, verify that your interpret is correct.
Make your topic exciting and interesting. Do not ever start your essay without knowing the thesis. You ought to keep your thesis in your head while writing an essay introduction.
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