According to the internet, Jeff Bezos once said: “It’s our job every day to make every important aspect of the customer experience a little bit better.”
It’s an incredibly powerful idea for anyone with customers, i.e., every single business!
Moreover, I think it’s working for Amazon. So as a customer, I like it. As the months and years pass, Amazon does keep getting just a little bit better for me: The boxes are easier to break down than they used to be; Subscribe and Save keeps my family stocked with trash bags, toothpaste, and other consumables; Ratings and Reviews are easier to search. The list goes on.
That’s not to say Amazon delivers the ultimate customer experience for me. I have a laundry list of things I still want from them. However, that’ll likely always be the case. As soon as Amazon makes an improvement, I’ll start to take it for granted and my consumer’s desire to have what I want, when I want, how I want will find other things to wish for.
The work of satisfying customers is never-ending. Which means you need a team who are up for getting after it, day-in-day-out.
Which brings me to a riff on Bezos’ theme.
What if we, in our own businesses, not only improved the customer experience each day but also did something, however small, to improve our employee experience every _______ (Day? Week? What’s the right pace?… let me know in the comments).
Imagine how powerful your company could be if you had Amazon-style momentum on both customer and employee experience?