I saw two articles today on Jeff Bezos and the success of Amazon that made me think, "I need a shot of Jeff in my life."
First, on ZeroHedge was a blog entitled "How Amazon Killed the Department Store in Five Charts." It was incredible, the decline in retail has been a huge topic of discussion all over the news and the author basically seeks to lay the responsibility firmly at the feet of Amazon…if you haven't seen the article, definitely worth checking it out. But it's the last chart that drove the point home – the one that shows Amazon's market capitalization, or the market value of a company's outstanding shares, being more than 8x the value of the entire US department store index!
While we already know that Jeff is an exceptionally talented and accomplished individual, what I really needed to know is how someone capable of transforming the entire retail market think. How does he view his business in the scope of the industry? How does he make decisions? How does he determine what strategies to use for executing those decisions? Well, that was the second article I came upon, and you can find it on Amazon's website as well – it's his 2016 letter to Shareholders. In this letter, Jeff shares how he prevents the company from falling into what he refers to as "Day 2", which represents business stasis, irrelevance, a painful decline and ultimately death. Extreme? Maybe, but it sure does seem to work for him.
Every part of this letter should be, and will be, a shot. But for now we break it down one piece at a time in order to digest it efficiently. One piece he went on to talk about he refers to as "true customer obsession." In his words, "there are many ways to center a business. You can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more. But in my (Jeff's) view, obsessive customer focus is by far the most protective of Day 1 vitality."
Very straightforward, but he goes on to provide a little more clarity as to the why – "customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don't yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf."
He's right, and we shouldn't bury our heads about it, our customers are always looking for something better. So we must be relentless in always thinking about the best interests of our clients and what they will want tomorrow. By living in that mentality, we can only hope that, like Amazon, they need not look any further than where they are to find what it is they want.
The views of this blog, podcast, and on this site in general are solely those of the authors, Matt Weaver (NMLS-175651) and Zack Lewis, and do not express the views or opinions of Finance of America Mortgage.