Recommended Reading: Holiday Shopping Season Kicks Off
Fred Reichheld
Bain Fellow, New York Times Best-selling Author/Speaker on Loyalty, CX, Customer-Centric Strategy; Creator of the Net Promoter Score and System
A young executive at Amazon recently told me that the first book she read in preparation for her job there was The Everything Store by Brad Stone. I finally got around to reading it, and I recommend it highly to anyone who is either competing with Amazon or simply wants to learn more about real customer obsession in action.
Of all the other things I’ve read about Amazon, the very best is the Bain & Company Retail practice’s latest analysis (“Amazon Primes for Another Happy Holiday and Prosperous New Year” by Darrell Rigby, Aaron Cheris, Suzanne Tager, Michelle Paratore and Stephanie Puzio). Once again, I think anyone who wants to understand Amazon’s competitive situation, its strengths and potential weaknesses, should study this report. In Figure 8, there is one piece of good news for Amazon’s competitors: Amazon ranks No. 1 in Net Promoter Score in only one of the retail categories evaluated. But it is running a pretty close follower position in almost every other category. Now, with its entry into pharmacy, things could get really interesting.
Happy reading, and happy Thanksgiving!
I hope you’re enjoying reading this newsletter as much as I am putting it together. As a big believer in the word-of-mouth recommendation, I hope you’ll consider spreading the word about Customer Obsession by sharing the newsletter’s link with your LinkedIn network.
Thank you,
Fred
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Consulting and V.o.C. research in b2b markets leading to insight and actionable strategies and tactics. Providing marketing research for b2b. This makes market research actionable and enables better business decisions
4 年Great title.
Visionary IT executive with 20+ years of success driving digital transformation, optimizing global infrastructure, and leading high-performing teams to scale innovation, cybersecurity, and enterprise technology solutions
4 年Real customer obsession comes from spending time with customers, in every channel, to understand their needs. I've always spent time with customers and advocated for my teams to do the same. Great article, Fred!
Customer First Visionary / Change Driver/ Leads with Data
4 年I agree Fred, great article on the shifting needs and preferences in on line retail, great inspiration to those who can better meet those needs, Amazon might be vulnerable unless it can regain its leading service reputation.