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October 10, 2013
"?" Signed jeff@amazon.com
When Amazon employees get a Bezos question mark e-mail, they react as though they’ve discovered a ticking bomb. They’ve typically got a few hours to solve whatever issue the CEO has flagged and prepare a thorough explanation for how it occurred, a response that will be reviewed by a succession of managers before the answer is presented to Bezos himself. Such escalations, as these e-mails are known, are Bezos’s way of ensuring that the customer’s voice is constantly heard inside the company. Jeff Bezos and the Age of Amazon
Posted by gerardvanderleun at October 10, 2013 9:29 AM. This is an entry on the sideblog of American Digest: Check it out.
Your Say
Now let's see him try that at the WaPo.
Posted by: Fausta at October 10, 2013 12:55 PM
Every successful exec I've known, admittedly not all that many, had some incognito way to sample the client, or customer experience, and a systematic way to pop in unannounced for a visit at the working level. I call it the watching-the-store method of management.
Posted by: BillH at October 10, 2013 1:41 PM