At first you think this guy is just running an online store; but then you realize it’s about the experience, no different than any bricks and mortar place. Then you remember he started a whole new genre, something that wasn’t there before: getting customers to try something new, to adopt new habits, to develop a new sense of trust, to start to see things differently. Everything new is like that – sometimes it’s a disruptive thing, other times it’s just the same old thing done better, and every now and then it’s a game changer. Whichever one of those you might be involved with, treat your customers like invited guests to your party, treat your employees like guests, and let them make every bit of the customer experience a little bit better every time. That’s how to win and keep customers today.
Jeff Bezos (b. 1964): American technology entrepreneur, investor, and philanthropist. He is the founder, chairman, CEO, and president of Amazon.
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