- “We’ve had three big ideas at Amazon that we’ve stuck with for 18 years, and they’re the reason we’re successful: Put the customer first. Invent. And be patient.”
- “There are two kinds of companies, those that work to try to charge more and those that work to charge less. We will be the second.”
- “If there’s one reason we have done better than of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience, and that really does matter, I think, in any business. It certainly matters online, where word-of-mouth is so very, very powerful.”
- “Amazon is not too big to fail … If we start to focus on ourselves, instead of focusing on our customers, that will be the beginning of the end … We have to try and delay that day for as long as possible.”
- “I like treating things as if they’re small, you know Amazon even though it is a large company, I want it to have the heart and spirit of a small one.”
- “Focus on cost improvement makes it possible for us to afford lower prices, which drives growth. Growth spreads fixed costs across more sales, reducing cost per unit, which makes possible more price reductions. Customers like this, and it’s good for shareholders. Please expect us to repeat this loop.”
- “In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.”
- “I knew that if I failed I wouldn’t regret that, but I knew the one thing I might regret is not trying.”
- ”The most important single thing is to focus obsessively on the customer. Our goal is to be earth’s most customer-centric company.”
- “All of my best decisions in business and in life have been made with heart, intuition, guts… not analysis.
- “If you can make a decision with analysis, you should do so. But it turns out in life that your most important decisions are always made with instinct and intuition, taste, heart.”
- “What’s dangerous is not to evolve, not to invent, not to improve the customer experience.”
- “I think frugality drives innovation, just like other constraints do. One of the only ways to get out of a tight box is to invent your way out.”
- “I believe you have to be willing to be misunderstood if you’re going to innovate.”
- “There are two ways to extend a business. Take inventory of what you’re good at and extend out from your skills. Or determine what your customers need and work backward, even if it requires learning new skills. Kindle is an example of working backward.”
- “It’s not an experiment if you know it’s going to work.”
- “If you decide that you’re going to do only the things you know are going to work, you’re going to leave a lot of opportunity on the table.”
- “The keys to success are patience, persistence, and obsessive attention to detail.”
- “You know if you make a customer unhappy, they won’t tell five friends, they’ll tell 5,000 friends. So we are at a point now where we have all of the things we need to build an important and lasting company, and if we don’t, it will be shame on us.”
- “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the internet, they can each tell 6,000 friends.”
- “Your brand is what other people say about you when you’re not in the room.”
- “A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.”
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