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Episode 23 | Amazonâs Lessons from Adopting Customer Obsession as a Core Principle
Manage episode 443689723 series 3565299
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Vivian Malandrin, Senior Manager of Customer Experience at Amazon Brazil, explains how customer obsession fuels Amazon's continued success. She emphasizes the companyâs strong culture and leadership principles that prioritize customer needs. She also describes how real-time feedback and anecdotes drive innovation and improvements.
âCustomer obsession means that leaders, like every Amazonian, start with the customer and work backward from there. We always begin with the customerâs questions, pain points, and feelings.â - Vivian Malandrin
Vivian Malandrinâs insights emphasize that customer obsession is a transformative approach that demands dedication, empathy, and strategy. Her transition from journalism to leading customer experience at Amazon highlights the importance of listening and storytelling in business. By integrating these practices, businesses can transform customer experience into a core identity, driving loyalty and growth.
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