Friday, April 6, 2012

Amazon's Top Metric: The Customer

When Jeff Bezos calls a meeting, he often leaves an empty seat at the table--symbolizing the customer, "the most important person in the room."

Amazon.com's top metrics revolve around things that customers care most about--having products in stock, avoiding delays. Every day brings new improvements, with an eye toward reinforcing long-term customer satisfaction and loyalty.

On Amazon.com, the founder's profile includes this mission statement:

Amazon’s mission is to be Earth's most customer-centric company where customers can find and discover anything they might want to buy online with low prices and fast delivery.  

Putting customers first has landed Bezos as #4 on Fortune's list of the 12 greatest entrepreneurs ever. Ultimately, is there a better metric than the customer?

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