Amazon founder Jeff Bezos has been crystal clear since its inception that there are three things that matter in their retail business: vast selection, low prices, and fast delivery. In Amazon’s now famous “customer backward” innovation process, those three measures are monitored on a minute-by-minute basis. Bezos doesn’t consider delays to be accidents or poor performance, he considers them “defects” to be eradicated. For example, to stay true to its foundational promise of “lowest prices,” Amazon built a shopping robot, an automated search engine that scours the prices of hundreds of
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