Saturday salute – Jeff Bezos, founder of Amazon
By Karen Post, on October 16, 2011
Every Saturday I salute someone or a group that deserves a little extra attention for his or her good deeds, achievements, creative solutions, witty comments or meaningful acts of customer love.
This week my hat goes off to Jeff Bezos founder of Amazon.
I’ve admired Jeff for many years, but tonight after reading the WSJ and an essay by Richard l. Brandt about his new book, “One Click: Jeff and the Rise of Amazon.com” I was reminded of what an amazing journey Jeff Bazos has had as an entrepreneur and the incredible success his company has earned.
Wearing cowboy boots as I write this blog post, I do have an extra soft spot for Texas-breed business heroes like Jeff. Jeff spent many of his summers in Cotulla, TX at his grand daddy’s Lazy G Ranch. The Journal article recounts Jeff’s early inspiration from rural living and his grandfather. Citing that self-reliance was an important value. “People do everything themselves and when something is broke you fix it.” This upbringing turned out to be a valuable entrepreneurial trait for Bazos as he built his global empire.
A great American success story for all start-ups and entrepreneurs with big dreams
From the early years of working from a garage office, to a diet of Pizza on most days, to answering customer emails himself, Bazo’s passion, vision, quirkiness and micromanaging have paid off quite well.
I admire so much about Jeff’s leadership and the company including:
Great brand name and branding.
It is cool, smart and simple (the original name was Cadabra, it was nixed after being mispronounced as Cadaver).
Amazing technology.
I enjoy and use often all the site features and intelligent marketing from their patents from “One Click” to many rumored others.
Remarkable experiences.
The ease of the shopping experience and thoughtful customer service.
Being an advocate and channel for other entrepreneurs.
I’m so thrilled and grateful that Amazon is such a dominant book channel for affiliate marketing and for promoting and selling books like: Brain Tattoos and my new title Brand Turnaround, my new baby that is about to be born in December.
Thank you Jeff. You inspire us!
Saturday salute – Federal Express
By Karen Post, on September 10, 2011
As promised every Saturday I’m going to recognize someone who deserves a little extra attention for his or her good deed, creative solution, witty comment or meaningful act of customer love.
This week my hat goes off to call center person at Federal Express.
I’ve been a customer there for years and they do a great job of getting my packages delivered. But recently, I’ve been getting a little cranky because I have to call them every month to straighten out my balance. This happens because I often over pay my account when I’m on the road and I don’t have my invoice in front of me, but I know I owe them something. I have a very good memory for numbers, I just have a habit of rounding them off, so I over pay by a few bucks. Consequently, they are always sending me a check back. This somehow messes up balance due. And then they send me an assertive note saying I’m behind, when in my mind, I’m ahead.
Many companies would tell me that I have to follow their system or I’ll keep getting checks back and demand notes for 2 bucks.
Not this nice Fed Ex gal, she was empathic, not bureaucratic, and apologized for the hassle. She also told me how much they appreciated my business and called in a supervisor to see how they could correct the situation.
In a few minutes they adjusted a setting on my account and told me I can now make my random, rounded off payments and won’t have to call Fed Ex every month to straighten out my account.
They got it right.
Their phone system is easy to use to get a live person, (just hit #0) and does not require taking a muscle relaxer to stay calm like many phone trees do. The Fed Ex staffer was very pleasant. She listened. She showed gratitude and came up with a fast solution. And it was obvious; well trained too. My kind of company, thanks!
How are your company’s problem solving skills on the phone? This is a critical touch point in any brand experience.
