At Lighthouse HR Consultancy, we believe that informed decision-making is the foundation of success. Our blog serves as a trusted resource, offering expert insights and thought-provoking articles to help you navigate the dynamic world of human resources.
Every Monday, I’ll share insider insights from my time at Amazon (7+ years in senior roles across Fulfilment Centres and Customer Services) on what really drives their success – and how you can apply the same principles to accelerate your own business growth. 📈
Amazon isn’t successful by accident. Its famous Leadership Principles are not just words on a wall – they are the DNA of every decision, every investment, every innovation. Master these, and you unlock the blueprint Amazon uses to scale and dominate its markets.
👉 Today’s principle – and arguably the most important – is Customer Obsession.
What does that look like in practice?
💡Every decision starts with the customer. At meetings, there’s a symbolic empty chair🪑representing the customer – a reminder that every choice must pass the test: “Does this benefit the customer?” If not, they don’t do it.
💡Working backwards.🔙 Amazon doesn’t chase competitors. It starts with what the customer wants, then works backwards to make it happen. This thinking gave them innovations like One-Click ordering – removing friction from the buying journey.
💡Customer aftercare is non-negotiable.🫂 Returns, refunds, delivery issues – they’re handled like the company’s success depends on them (because it does!). It’s never “They’ve bought, on to the next one.” It’s about building lifelong relationships.
This principle shapes everything – performance metrics, policies, investments, even individual development. It’s a business-as-usual mindset, not a slogan.
So here’s the question:
❓How customer-obsessed is your business really? Could your leadership team adopt some of these practices? Do your employees care about your customers as much as you do?
👉 If you’d like to explore how to embed these principles and build a culture that wins customers for life, DM me or book a no-obligation call via my website.
Think beyond today. At Amazon, big thinking isn’t about small gains – it’s about imagining what doesn’t exist yet. Leaders are expected to “see around corners,” anticipating markets, customer needs, and risks before they emerge. Every decision is made with scale and longevity in mind: Will this still hold true in five or ten years? Will it stand up to disruption? Bold ideas build the future – not just the next quarter.
At Amazon, “Dive Deep” means leaders never outsource understanding. They know their business at every level – questioning data, tracing root causes, and staying close to the detail. No one is too senior to visit a fulfilment centre or read a customer ticket. It’s a mindset of curiosity and accountability, where asking “Why?” isn’t a challenge, it’s culture.
I know what it feels like to have more on your plate than hours in the day. I’ve been exactly where you are – at the coal face of change, influencing senior stakeholders and driving real results.
When your HR team is running on empty, it can feel overwhelming. The growing to-do list, the pressure to drive productivity, and the need to retain top talent can weigh heavily on your shoulders. But you don’t have to face these challenges alone.
You know that moment when the business is charging ahead with new priorities, but your HR team is stretched thin, trying to keep up with transformation, engagement, and retention – all at once?
It’s not that HR teams can’t do it. It’s that they’re already doing everything else.
Every conversation I’ve had lately with HR leaders has a familiar thread –
“we’re so busy keeping the lights on, we’ve no space left to think.”
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In a world of constant change, your people strategy can’t afford to lag behind. That’s why more CEOs and COOs are turning to Fractional HR Directors, experienced leaders who bring strategic clarity, drive transformation, and support growth without the full-time commitment.
Are low productivity levels, increasing absenteeism, and employee disengagement becoming persistent challenges within your organisation? You are not alone. In recent conversations, numerous business leaders…
Here’s something you won’t see on a balance sheet, but it drives EVERYTHING behind the results.
At every senior leadership meeting at Amazon – from leadership discussions to strategy sessions – there is always one extra chair. It’s not symbolic…
“Why would we need a consultant? We’ve already got HR.”
It’s a question I hear often – and honestly, it’s a fair one.
But the reality is, most in-house HR teams are already at full capacity, focused on keeping operations running, not driving strategic change – that’s where I come in.
Whether you’re a CEO reshaping your business, an HR Director driving major change, or a leader seeking trusted guidance, Lighthouse HR – backed by Chartered Member of the CIPD (Level 7) – is here to support you every step of the way.
*Lighthouse HR Consultancy is a Limited Company (Nr: 16473733) specialising in delivering practical high-impact HR support on an ad hoc, project, or retainer basis. our core expertise lies in change management, employee experience employee relation, HR polices, processes, and compliance. We partner with business to deliver tailored solutions that align people strategy with organisational goals
*Led by a results-driven senior HR leader with over 20 years of experience — including more than a decade heading HR functions — Lighthouse brings deep expertise in developing and executing people strategies across Europe. We are experienced in workforce planning, talent development, organisational design, and change management, particularly within fast-paced, AI-driven environments. Our approach blends strategic insight with hands-on operational delivery, coaching leadership teams and navigating complex employee relations issues with pragmatic, legally sound solutions.
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*We understand the need for immediate support. Exact availability will be confirmed upon agreement, but we aim to begin within one week of contract signature, depending on the selected service option.
*Unlike short-term hires, which can involve higher costs and limited engagement, Lighthouse offers flexible, tailored support without the overheads of employment (e.g., agency fees, NI contributions, holiday or sick pay). Our consultancy model ensures consistent delivery, strategic alignment, and full focus—particularly under the full-time Service 2 option—without the distraction of job seeking or interim transitions.
*We work with mid to large-sized businesses across sectors, with particular experience in tech, AI, and fast-paced growth environments. Our solutions are always tailored to the client’s size, structure, and specific challenges.
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*Once an option is selected, we’ll schedule an onboarding session to understand your current challenges, priorities, and goals. This is followed by a short diagnostic period (if needed) and the creation of a delivery plan aligned with your timelines and expectations.