How can your business be more like Amazon?
Shep Hyken interviews Bryan Eisenberg co-author of the book, Be Like Amazon: Even a Lemonade Stand Can Do It.
Shep Hyken’s opening comments focus on how any company can improve their customer service, by thinking about how they can become more convenient for their customers. The reason that Amazon has become so successful is that they have developed a way to create customer convenience. Shep gives an example of how, in areas where Amazon offers two-hour delivery, a product could arrive at your home faster than the time it would take you to drive to the mall to purchase it.
Shep begins the interview by asking Bryan Eisenberg about the four secret ingredients to making a great presentation, which are:
- Provide entertainment – tell a story.
- Present a Big Idea.
- Give the “How to’s.”
- Give the audience or the reader the hope that they, too, can do it.
Bryan continues his “rule of four” by telling you exactly how you “can do it,” by discussing the four unifying principles of how to successfully run your business:
- You must be customer-centric.
- You must have a culture of innovation.
- You must be agile. Execute, test and fail quickly, so you can keep learning.
- You must continually optimize by shaving costs and adding value.
- Don’t “water the soup.” Putting a little water in the soup may give you more soup, but it takes away from the great taste. It’s not smart to do things that produce an immediate profit if what you are doing isn’t in the best interest of the customer.
- Don’t think short term. An example Bryan gives is when Starbucks payment system went down, they gave away the coffee. Most coffee shops would have shut down until they could take payment for their coffee. But, not Starbucks. They knew the cost of free coffee was better than losing customers – and it showed how committed Starbucks is to taking care of their customers.
Bryan Eisenberg is the co-founder of BuyerLegends. He is the co-author of the Wall Street Journal, Business Week, USA Today and New York Times bestselling books “Call to Action”, “Waiting for Your Cat to Bark?”, “Always Be Testing” and “Buyer Legends.”. Bryan is also a professional marketing keynote speaker.
“If you can get your team all on the same page, and give them the opportunity to take responsibility and take action, then you, too, can be a total customer service and customer experience rock star.” – Bryan Eisenberg
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
- How can your business be like Amazon?
- What are Jeff Bezos’ secrets to success?
- How do I increase customer loyalty?
- How can I make convenience my differentiator?
- What are the secrets to success for Jeff Bezos?
- What has Starbucks done to be more customer-centric?
- How can any company improve their customer service? (convenience)