Good overview, in general this has been my external view as well.
The Amazon Playbook for Speed and Agility
Jeff Toister In CustomerThink
It’s no secret Amazon is a customer-obsessed organization.
What’s fascinating to me is how they achieve this obsession. Former Amazon executive, John Rossman, shared some of the company’s secrets in a keynote address at ICMI’s Contact Center Demo and Conference last week.
His presentation shared insights from his book, The Amazon Way, which highlights 14 leadership principles Amazon follows to drive its legendary customer service. Rossman called this Amazon’s playbook for speed and agility. ... "
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