The Chief Executive Officer and Founder of Amazon.com, Inc. (NASDAQ:AMZN) Mr. Jeff Bezos draws the attention of his executives by directly forwarding an email received from the customer with a single “?” mark along with a note.
According to Mr. Jeff Bezos, the question mark stands for “why is this happening?”, “Can you look into this?”, and “What is going on?”. It is a brilliant lesson behind an email from one of the successful entrepreneurs in the world that everyone should know.
According to Forbes, the net worth of Mr. Jeff Bezos is estimated at 4132.5 billion and that of his whole conglomerate worldwide is reported at $780 billion. He still has a dedicated email address to directly learn about the problems being faced by the Amazon customers, and what the customers looking for in the delivered products etc.
All these brilliant business lessons are delivered by Mr. Bezos while speaking at a forum of George W. Bush Presidential Centre in April. He encourages the customers to directly write an email to him. He reads most of the emails and personally instructs the relevant team to address the query or need of the customers almost instantly or very shortly. Therefore, he is committed to ensuring ultimate customer satisfaction.
According to a post published in Quora under the “question and answer board”
in March 2018, the shopper got a quick response after sending an email to Jeff@amazon.com. A screen shot of the response from the customer service of Amazon is also attached to the Quora post. The email of a shopper is read by Jeff and asked the team member to take immediate action. The customer facing email of Mr. Jeff is firstname.lastname@example.org.
Mr. Bezos said the team at Amazon measures various aspects of the business with data. He learns a lot from the anecdotes and it is very interesting. It will provide a lot of metrics. He conducts business reviews every week using those metrics. It helps to learn whether the company is able to deliver the shipments on time, is there any wasteful packaging etc. All these measures help to improve business by ensuring customer satisfaction.