Customer Experience Quotes

You know, if you make a customer unhappy they won't tell five friends, they'll tell 5,000 friends. So, we are at a point now where we have all of the things we need to build an important and lasting company, and if we don't, it will be shame on us.

If we can arrange things in such a way that our interests are aligned with our customers, then in the long term that will work out really well for customers and it will work out really well for Amazon.

One advantage - perhaps a somewhat subtle one - of a customer-driven focus is that it aids a certain type of proactivity. When we're at our best, we don't wait for external pressures. We are internally driven to improve our services, adding benefits and features, before we have to.

It is difficult for us to imagine that ten years from now, customers will want higher prices, less selection, or slower delivery. Our belief in the durability of these pillars gives us the confidence required to invest in strengthening them.

Amazon is not too big to fail ... If we start to focus on ourselves, instead of focusing on our customers, that will be the beginning of the end ... We have to try and delay that day for as long as possible.

But there's still so much you can do with technology to improve the customer experience. And that's the sense in which I believe it's still Day One, and that it's early in the day. If anything, the rate of change is accelerating.

You have to use your judgment. In cases like that, we say, 'let's be simple minded. We know this is a feature that's good for customers. Let's do it.'

We've done price elasticity studies, and the answer is always that we should raise prices. We don't do that because we believe, and we have to take this as an article of faith, that by keeping our prices very, very low, we earn trust with customers over time, and that actually does maximize free cash flow over the long term.

If there's one reason we have done better than of our peers in the Internet space over the last six years, it is because we havefocused like a laser on customer experience.

When [competitors are] in the shower in the morning, they're thinking about how they're going to get ahead of one of their top competitors. Here in the shower, we're thinking about how we are going to invent something on behalf of a customer.

If you're truly obsessed over customers, it'll cover a lot of errors.

The balance of power is shifting toward consumers and away from companies. The right way to respond to this if you are a company is toput the vast majority of your energy, attention and dollars into building a great product or service and put a smaller amount into shoutingabout it, marketing it.

The most important single thing is to focus obsessively on the customer. Our goal is to be earth's most customer-centric company.

If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet,they can each tell 6,000 friends.

I think technology advanced faster than anticipated. In that whirlwind, a lot of companies didn't survive. The reason we have done well is because, even in that whirlwind, we kept heads-down focused on the customers. All the metrics that we can track about customers have improved every year.

Focusing on the customer makes a company more resilient.

AWS is customer obsessed, inventive and experimental, long-term oriented, and cares deeply about operational excellence.

I constantly remind our employees to be afraid, to wake up every morning terrified. Not of our competition, but of our customers.

Focus relentlessly and passionately on the customer.

Until July, Amazon.com had been primarily built on two pillars of customer experience: selection and convenience. In July, as I already discussed, we added a third customer experience pillar: relentlessly lowering prices.