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Create small, independent teams to avoid bureaucracy.
Companies that don’t let the past models and successes define who they are will be the ones that span and define the next ones.
Jeff Bezos doesn’t worry about your feelings; he doesn’t give a damn whether or not you’re having a good day. He only cares about results—and they’d better be the right results.
the key to creating the most pleasant, frictionless customer experience possible was minimizing human involvement through process innovation and technology.
Amazon’s goal has always been to minimize the time and energy its talented people must spend on routine service interactions, freeing them to innovate new ways to delight the customer.)
The Best Service is No Service:
Accountability is not painless. But it’s the only sure path to achievement.
Ownership means not only mastering your domain but also being willing to go beyond the boundaries of your role whenever it’s needed to improve customer experience or fix a problem.
1.Whenever possible, take over the dependencies so you don’t have to rely on someone else.
And since your own team is one of the most important dependencies under your authority, your ability to mentor those around you is a key metric during your annual evaluation.
Strong processes with measurable outcomes eliminate bureaucracy and expose underperformers.
if we became like Microsoft, we would die. What’s worse, he said, it won’t be fun to come to work anymore.
It takes foresight to do leadership-by-the-numbers correctly. You must embed real-time metrics from the very start of a program, because they are nearly impossible to retrofit.
it’s better to let the perfect person go than to hire the wrong person and have to deal with the ramifications.
For example, one of Amazon. com’s metrics shows that even a minuscule 0.1-second delay in a webpage loading can translate into a 1 percent drop in customer activity. For that reason, the Amazon SLA specifies that the worst page-load time—experienced by customers no more than one-tenth of 1 percent of the time—must be three seconds or less.
“Blame Nobody. Expect Nothing. Do Something.”
Putting together a slideshow makes it all too easy for employees to only skim the surface of their ideas while creating the illusion of an intelligent argument.
Conversely, the dumbing down of organizations and decision making by overreliance on PowerPoint is well recognized. In an essay titled “Dumb-Dumb Bullets”, a retired marine officer voiced his opinions: “PowerPoint is not a neutral tool—it is actively hostile to thoughtful decision-making. It has fundamentally changed our culture by altering the expectations of who makes decisions, what decisions they make and how they make
design customer interactions so simple, obvious, and foolproof that no help documentation is required.
Establishing a platform business requires different operational attributes or core processes than a traditional business model. When offering a platform service, it is vital to be far more wired to customer and internal metrics while ensuring seamless continuity, high performance, and a high degree of availability.
the more a platform is used, the more its fixed costs are covered and the more efficiently the flywheel turns.
Successful platforms should expect to be “surprised” by new and different types of innovation and capabilities.
