“My email address, jeff@amazon.com, is well known. I keep that address and read my emails, though I don’t see every single one anymore because I get too many. But I see a lot of them, and I use my curiosity to pick out certain emails. For example, I’ll get one from a customer about a defect. We’ve done something wrong. That’s usually why people are writing us—not always, but usually they’re writing us because we’ve screwed up their order somehow. So I’m looking at an email, and for some reason something may seem a little odd about it. So I’ll ask the Amazon team to do a case study and find the real root cause or causes—and then do real root fixes. So then, when you fix it, you’re not just fixing it for that one customer. You’re fixing it for every customer, and that process is a gigantic part of what we do. So if I have a failed order or a bad customer experience, I treat it just like that.”