A Quote by Mary Dillon
Amazon has done something for all of retail, which is resetting the customer expectations about how quickly and easily you can get things.
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One of the key principles we have at Amazon is 'by a fraction.' We like to get things done quickly.
Quality that significantly exceeds the customer's expectations doesn't seem to pay off. This 'delight the customer' stuff isn't rewarding. One has to be careful about delighting customers too often, because it sort of reshapes customer expectations.
We'd realized in the first ten years we'd built an infrastructure competence deep in the stack - reliable, scalable cost effective data centers to grow the Amazon retail biz the way we needed to. But we'd built Amazon so quickly that a number of the pieces of the platform had become entangled.
Customer expectations? Nonsense. No customer ever asked for the electric light, the pneumatic tire, the VCR, or the CD. All customer expectations are only what you and your competitor have led him to expect. He knows nothing else.
I think Amazon is the preeminent pioneer in building a new way of doing commerce: personalized, database-driven commerce, where the big value is not in the purchase fulfillment, but in knowing as much about a customer base of ten or twenty million people as a corner store used to know about a customer base of a few hundred. In today's mass-merchandising world, that's largely gone; Amazon is trying to use computer technology to re-establish it.
Almost no one wants to admit the genius of Jeff Bezos and Amazon. Apparently, many have failed to see that Amazon has become the world's biggest retail company.
The Customer isn't always right. Sometimes the customer is an a**hole. That's the first rule of retail.
I'm obsessed with the customer. I am the customer. I really don't think you can go wrong if you don't take your eye off of that. Serving the customer. How does she feel? I feel like the fashion industry has cared a lot about how we look but not about how we feel.
In the early 2000s, we were finding at Amazon that software development projects were taking us longer than we thought they should. We decided to build a set of infrastructure services to allow our retail business to move more quickly.
Essentialism is not about how to get more things done, it's about how to the get the right things done. It doesn't mean just doing less for the sake of less either. It is about making the wisest possible investment of your time and energy in order to operate at our highest point of contribution by doing only what is essential.
Barnes & Noble, along with other independent bookstores, are refusing to stock Amazon Publishing titles. They'll order books from the online retail giant if customers ask, but bookstores have so far declined to be 'showrooms' for Amazon.
Love is hard to offend and quick to forgive. How easily do you get irritated and offended? Some people live by the motto, “Never pass up an opportunity to get upset with your spouse.” When something goes wrong, they quickly take full advantage of it by expressing how hurt or frustrated they are. But this is the opposite reaction of love.
You don't have to spend eight years of your life trying to get something done. You can get your answers very quickly, and there's something satisfying about that.
Trying to move the volume of products we're talking about from place to place to get it ultimately into the customer's hands, to price these items, to market these items, I think the retail business is incredibly complex. But if you get it right, it's a beautiful thing.
There are lots of things about Amazon for which they deserve credit. They're innovative. There are lots of very, very happy Amazon customers. I'm not here to dispute that Amazon has been personally good for me or to say that they haven't been, so far, good to their customers.
One of the important lessons of the Internet is, how easy it is to get things done completely shapes what gets created. For that reason, technologies like Amazon's cloud service are very important. Even if they aren't technically impressive, they make things easy to do.
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