Jeff Bezos’s Obsession with NPS

Hey folks,?

Have you ever wondered how Amazon won the crown of the leading e-commerce giant worldwide??

While there might be multiple factors, one factor that stands out is Jeff Bezos’s obsession with Net Promoter Score (NPS). NPS measures how many customers would recommend your product to a friend and is usually measured through multiple surveys.?

Amazon’s NPS in 2022 was 73. Globally, any NPS score above 50 is considered excellent, but Amazon achieved 70, which is world-class.?

So, how did Jeff Bezos create a company that will consistently deliver world-class customer services? Well, there were three principles:

How did Amazon win the NPS War?

1. Everyday is Day 1

Jeff Bezos famously considers Amazon to be an always Day 1 company. This means they do high-quality work faster.?

This is why Amazon was one of the most prominent investors in AI innovation through AWS and Sagemaker, and they’ve also launched an AI chatbot on their platform.?

2. Customer-Obsession

In every Investor letter Jeff Bezos sent out, he wrote about the NPS score and how he increased it. The bold decisions at Amazon are always geared towards improving customer satisfaction.

3. Small Meetings

Jeff Bezos famously piloted the idea of small meetings, which would only have as many employees as two pizzas could feed. The “2 Pizza” rule makes Amazon capable of executing things faster and more efficiently.?

How Can You Repeat this Method?

It might not be possible to incorporate the meetings and team structures in your company, but you can build a culture of customer obsession. Just:

1. Provide Omnichannel Experiences - True omnichannel experiences are the cornerstone of good NPS. Amazon provides multiple avenues for customer support and ensures that they can get information quickly.
2. Automate - Increased automation directly improves your time to experiment with more profound problems. When you can automate repetitive tasks, you can solve deeper problems and clear product bottlenecks.?
3. Always be Future-Ready - Amazon got ahead of the competition by making their tech future-ready. Always understand the major themes in the tech world and try to incorporate them into your business.

Every company can benefit from these strategies, so we’ve been working on more end-customer products at Kommunicate!

We’ve recently launched Insights to help customer service managers get more insights into what their customers are asking and how their agents perform.?

We’ve also launched our new Claude and Gemini integrations to get the best AI models whenever you choose our chatbots!

Do you want more information on how you can use AI for your business? We’ve written some things to help you out!

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