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Werner Vogels van Amazon vertelt over klantenbinding en andere innovaties die Amazon groot maakten.
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It’s all about the CustomerIt’s all about the Customer
Werner VogelsCTO, Amazon.com
Earth’s Earth’s most customer-centric most customer-centric
companycompany
SelectionSelection
CustomerCustomerExperienceExperience
TrafficTraffic
SellersSellers
Lower CostLower CostStructureStructure
LowerLowerPricesPrices
GrowthGrowth
Customer-ExperienceCustomer-Experience
SelectionSelectionLow Prices Low Prices
ConvenienceConvenience
The place toThe place toFind, Discover and BuyFind, Discover and Buy
anything you want onlineanything you want online
Customer-CentricCustomer-Centric
ListenListenInvent Invent
PersonalizePersonalize
Innovation StructureInnovation Structure
Small TeamsSmall TeamsIndependence Independence
Customer FeedbackCustomer Feedback
Customers have access toCustomers have access to
Perfect InformationPerfect Information
Self-ServiceSelf-Service
Defy gravityDefy gravity
Measure relentlesslyMeasure relentlessly
TV advertisements are uselessTV advertisements are useless
Good Intentions don’t workGood Intentions don’t work
Intuition doesn’t workIntuition doesn’t work
The importance of reviewsThe importance of reviews
Experiment continuouslyExperiment continuously
Data driven automationData driven automation
Email Channel ManagementEmail Channel Management
PersonalizationPersonalization
SlotsSlots
Customers who bought XCustomers who bought X
Your recommendationsYour recommendations
Your soul-mateYour soul-mate
GoldboxGoldbox
Earth’s Earth’s most customer-centric most customer-centric
companycompany