I think technology advanced faster than anticipated. In that whirlwind, a lot of companies didn't survive. The reason we have done well is because, even in that whirlwind, we kept heads-down focused on the customers. All the metrics that we can track about customers have improved every year.
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- The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works. β¨ Managing Human Resources. Book by Susan Jackson, p. 6, June 16, 2011.
- Cultures, for better or worse, are very stable.
- To get something new done you have to be stubborn and focused, to the point that others might find unreasonable.
- One of the things that I hope will distinguish Amazon.com is that we continue to be a company that defies easy analogy. This requires a lot of innovation, and innovation requires a lot of random walk β¦ βΆ
- If you never want to be criticized, for goodness sake don't do anything new.
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