Business Today

'It's Still Day 1...'

Working backwards from customer needs is key to True Customer Obsession.

This is something we keep reminding ourselves at Amazon, every day. In his latest shareholder letter, Jeff Bezos talks about an interesting incident at the company all hands meeting, when he was asked what Day 2 looks like.

"Day 2 is static. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that is why it is always Day 1."

The answer purposefully paints a gloomy self fulfilling downward spiral, a stark contrast with the energy of a culture that is

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