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Quotations from the Customer-centric Founder and CEO of Amazon, Jeff Bezos

Quotable Quotes On Customer Service Strategy from a U.S. Retail Industry Leader


Updated June 21, 2014
It took ten years for Amazon.com to post a profit, and during that time, founder and CEO Jeff Bezos wasn’t being recognized as corporate leader of the decade. But Bezos insisted that his customer-centric strategies were sound, and that they would build long-term strength and success for the company.

Just four years after it eked out its first profit, Amazon’s success during the tragic 2008 retail Christmas retail season was the envy of retailers worldwide. The customer relationships that Bezos had worked so diligently to build paid off just as he had predicted, giving the retail industry in general, and e-commerce specifically, a new equation for success based on customer satisfaction and longevity.

Bezos has publicly defended his customer-centric beliefs often, and has steadfastly maintained the course of building strong customer relationships. The quotes that follow reveal the customer philosophies that helped Bezos build Amazon into one of the largest, most profitable, most admired, most copied, and most envied e-commerce companies in the world.

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Quotable Quotes From Jeff Bezos, CEO of Amazon, About Customer-centric Philosophies and the Customer Service Strategies That Build Long-term Success:
  • "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 have focused like a laser on customer experience, and that really does matter, I think, in any business. It certainly matters online, where word of mouth is so very, very powerful."

  • "If you do build a great experience, customers tell each other about that. Word of mouth is very powerful."

  • "We have so many customers who treat us so well, and we have the right kind of culture that obsesses over the customer."

  • "We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better."

  • "We watch our competitors, learn from them, see the things that they were doing for customers and copy those things as much as we can."

  • "You have to use your judgment. In cases like that, we say, ‘Let’s be simpleminded. We know this is a feature that’s good for customers. Let’s do it.’"

  • "I love people counting on me, and so, you know, today it’s so easy to be motivated, because we have millions of customers counting on us at Amazon.com. That’s fun."

  • "You can do the math 15 different ways, and every time the math tells you that you shouldn’t lower prices because you’re going to make less money. That’s undoubtedly true in the current quarter, in the current year. But it’s probably not true over a 10-year period, when the benefit is going to increase the frequency with which your customers shop with you, the fraction of their purchases they do with you as opposed to other places. Their overall satisfaction is going to go up."

  • "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 you think about the long term then you can really make good life decisions that you won’t regret later."
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