8. It's All About the Long Term
"We believe that a fundamental
measure of our success will be the
shareholder value we create over the
long term. We will work hard to spend
wisely and maintain our lean culture.” –
Jeff Bezos
12. 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.
15. “Thank you.
Every time I see that white paper on the front page of Amazon, I know that I’m about to
get more for my money than I thought I would.
I signed up for Prime for the shipping, yet now I get movies and TV books. You keep adding
more, but not chaging more. So thanks again for the additions.”
17. “Hello,
We noticed that you experienced poor video playback while watching the following
rental(s) on Amazon Video On Demand: Django Unchained
We're sorry for the inconvenience and have issued you a refund for the following
amount(s): $4.99 .
While Amazon Video On Demand transactions are typically not refundable, we are happy
to make an exception in this case. This refund should be processed within the next 2 to 3
business days and will appear on your next billing statement for the same credit card
used to purchase this item.
We hope to see you again soon.
Amazon Video On Demand Team
19. "Our whole philosophy became
‘let’s take most of the money we
would’ve spent on paid advertising
and paid marketing and instead of
spending it on that invest it in the
customer experience/customer
service and then let our customers
do the marketing for us through
word of mouth’ and that became
the whole business model"
http://blog.kissmetrics.com/zappos-art-of-culture/
21. We try not to spend money on things
that don’t matter to customers.
Frugality breeds resourcefulness,
self-sufficiency, and invention. There
are no extra points for headcount,
budget size, or fixed expense.
22. "High margins cover a lot of sins.
We wouldn't know how to do a
high margin business. Low
margins keep you aligned with
customers” – Jeff Bezos
24. Leaders are obligated to respectfully
challenge decisions when they disagree,
even when doing so is uncomfortable or
exhausting. Leaders have conviction and
are tenacious. They do not compromise
for the sake of social cohesion. Once a
decision is determined, they commit
wholly.
29. Leaders raise the performance bar
with every hire and promotion. They
recognize exceptional talent, and
willingly move them throughout the
organization. Leaders develop
leaders and take seriously their role
in coaching others.
34. • Top-Down AND Bottom-Up
• Leaders Must Lead
• Change Requires Reason and Vision
• People Must be Taught and Supported
• Change Needs a Plan and a Process