It’s all about the CustomerIt’s all about the Customer

Werner VogelsCTO, Amazon.com

Earth’s Earth’s most customer-centric most customer-centric

companycompany

SelectionSelection

CustomerCustomerExperienceExperience

TrafficTraffic

SellersSellers

Lower CostLower CostStructureStructure

LowerLowerPricesPrices

GrowthGrowth

Customer-ExperienceCustomer-Experience

SelectionSelectionLow Prices Low Prices

ConvenienceConvenience

The place toThe place toFind, Discover and BuyFind, Discover and Buy

anything you want onlineanything you want online

Customer-CentricCustomer-Centric

ListenListenInvent Invent

PersonalizePersonalize

Innovation StructureInnovation Structure

Small TeamsSmall TeamsIndependence Independence

Customer FeedbackCustomer Feedback

Customers have access toCustomers have access to

Perfect InformationPerfect Information

Self-ServiceSelf-Service

Defy gravityDefy gravity

Measure relentlesslyMeasure relentlessly

TV advertisements are uselessTV advertisements are useless

Good Intentions don’t workGood Intentions don’t work

Intuition doesn’t workIntuition doesn’t work

The importance of reviewsThe importance of reviews

Experiment continuouslyExperiment continuously

Data driven automationData driven automation

Email Channel ManagementEmail Channel Management

PersonalizationPersonalization

SlotsSlots

Customers who bought XCustomers who bought X

Your recommendationsYour recommendations

Your soul-mateYour soul-mate

GoldboxGoldbox

Earth’s Earth’s most customer-centric most customer-centric

companycompany