“Everyone in the company is responsible for customer success, not just people with that title.”
.…on why Jeff Bezos’ “customer obsession” is a good idea for startups, via LinkedIn.
“Everyone by now has seen the video of Jeff Bezos just repeatedly saying ‘customer’ and his customer obsession is a well known part of Amazon lore,” Evans wrote today in a LinkedIn post.
“But what amazes me is how few companies think about customer success as a core function and just something ‘we have to do once we get bigger,'” he adds.
Evans believes Bezos’ customer obsession is a “key” lesson every startup should take to heart:
“Before a company is big enough to have a full time person or team, this is how you’re going to manage it: by the entire team imbuing customer empathy into what they do.”
Evans then links to a long, insightful article from the VC-run publication First Round Review called “21 Ways To Shore Up Your Customer Success Org.”
The article’s intro includes this advice for startups: “When the growth-at-all-costs mentality gives way to efficiency, companies (especially those in the SaaS world) will find that a sturdy and expertly built [customer service] org can help answer the ‘Which customers do I prioritize?’ question—and might just be their secret weapon to staying afloat.”
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