When I had Amazon as a client in HGS, I learned some of the tenants of best customer service!! As an Operations training team, we were sure on our toes, whether it was giving the best experience or trusting the client’s perspectives. Most organizations focus on making their employees feel part of a team, Amazon makes even the client feel part of the organization. The ads that run for Amazon and also the business model…are a tremendous game plan of how the customers can make the most from the platform.
Jeff Bezos the Chairman & CEO and founder of Amazon is one of the greatest leaders of our era. An engineer, innovator, entrepreneur, investor, philanthropist is the emperor of the e-commerce-online shopping industry and the 5th richest man on earth. (Net Worth 80billion+) His success is attributed to his leadership vision, skills, and traits.
3 Leadership Qualities and Focus areas, that set Jeff apart as a global icon are –
- Prioritizing Customer Delight: Though all services and product companies focus on customer service, the methodology that Jeff and the team have leveraged is very unique. They have complete transparency even in internal meetings and discussions where Jeff has a tradition of keeping an empty chair to include the customer perspective. Forbes magazine has many articles on this that can give you more nuances on the same. Amazon has a very detailed performance matrix for goals related to customer experience.
- Thinking Crazy Ideas: Jeff is also known for thinking outside the box, redesigning it, or discarding the same. He gives a lot of weightage to ideation and innovative thinking. His priority to constantly evolve as a platform for providing the best is unsurpassed in the online shopping sector. What started as a book shopping platform, today has everything you can think of. During the pandemic, the platform has lived up to the expectations of providing customers the best service quality.
- Make Clients & Employees Think like Owners: The most unique of all Jeff’s leadership style has been his ability to embrace his internal and external clients, his employees, and customers. Jeff not only believes in attracting the best talent, but he also attracts the best partners -affiliates and customers who have a long-term relationship of trust with the organization. Making people across the world feel like an owner is truly the hallmark of epic leadership.
Some of the other leadership practices -qualities -skills and traits of Jeff Bezos are:
- Have Perseverance and Resilience
- Always do Experiment
- Become An Inventor
- Give Customers An Option
- Know Your Passion And Wait For The Right Time
- Focus on Process, not Failure
- Build a culture that’s right for your company
- Base your strategy on things that won’t change
How do you want to implement Jeff’s leadership qualities? What are some of the leadership traits that you can emulate? Do share with us your perspectives of Epic Leadership.
drsonaliduttabaanerjee 