The future of Amazon, the e-commerce giant that made its founder the richest person in the world, is a matter of curiosity.
Founded in 1994 by Jeff Bezos as Cadabra, the offline company was renamed Amazon.com in 1995 and turned into an online company. Founded as an online bookstore, the company has grown into the world’s largest e-commerce company over time.
Amazon was named after the world’s largest river, the Amazon, which gives life to the vast Amazon forests of South America. Jeff Bezos, the founder of Amazon, is currently the richest person in the world. Amazon’s market capitalization has reached 1 trillion dollars.
The secret of Amazon’s success lies in the customer experience it offers. To grow his company, Jeff Bezos has invested in customer-oriented issues rather than marketing activities. Amazon has been a company that listens very well to its customers to improve the experience it offers and constantly improves itself with the feedback it receives.
Amazon has taken a leading role in the development of many new technologies and continues to improve the customer experience by using new technologies such as artificial intelligence, cloud computing and big data.
At a recent meeting at Amazon’s headquarters in Seattle, an Amazon employee asked Bezos what lessons he learned from the bankruptcy of US retail giant Sears and other large companies.
Bezos gave the employee an interesting answer:
“I actually think Amazon will go bankrupt one day. If you look at big companies, there are no companies that have a lifespan of more than 100 years, the average lifespan is 30 years.”
Stating that the way to delay this failure is to be customer-oriented and not to worry about themselves, Bezos continued his speech as follows:
“If we start focusing on ourselves instead of focusing on our customers, that will be the beginning of the end.”
Today, with more than 500,000 employees and millions of customers, Amazon’s customer-centric strategy seems to have been successful.
Does your business have a customer-centric strategy? Do you listen to your customers at all touchpoints?
You can experience the cloud-based customer experience management platform Wiseback for free to collect feedback from your customers and calculate NPS and happiness rates.
