Your support costs are hiding your biggest competitive advantage.

Most founders treat customer service as a cost to minimize. Jeff Bezos built Amazon by treating it as a failure signal. Every support contact meant something broke. Fix the contact, and you've got a satisfied customer. Fix the process that caused it, and you've got a competitive moat.

In this episode, Steve Anderson, author of The Bezos Letters, breaks down how Amazon turned customer obsession into operational infrastructure, and what founders at any stage can take from it. You'll learn why your service metrics are probably measuring the wrong thing, how to find the hidden friction in your customer journey before it becomes churn, and why giving your reps authority to solve problems on the spot outperforms any script you'll write.

Steve also shares his speed-round take on the questions every founder faces: scripted vs. discretion, phone vs. chat, domestic vs. offshore. The answers might surprise you.

Keywords: customer service, customer retention, churn prevention, customer obsession, Amazon, service strategy, startup growth, customer journey, Steve Anderson, Bezos Letters