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.