Customer &
Innovation
Innovation
Leaders start with this and work backward
What is the Customer?
This phrase describes how Amazonians are expected to think beyond their own team or role
Think like an owner
Amazon's approach to innovation often starts with this common office supply
six-page narrative, memo
Amazonians are encouraged to have this trait, described as "a beginner's mind"
Curiosity
Amazonians are expected to communicate in this honest way, even when it's difficult
Openly and directly
Amazon values this type of risk-taking in decision making
What is Calculated Risk Taking?
Amazonians are encouraged to balance this short-term focus with long-term value
Bias for Action
This Amazon device, launched in 2014, simplified the way customers shop
Echo/Alexa
This Amazon program encourages employees to learn new skills and change career paths
Career Choice
This practice helps build trust by admitting mistakes and learning from them
Owning your mistakes
Amazon's approach to pricing strategy is guided primarily by this principle
What customers are willing to pay
This metric, often used in Amazon's goal-setting, ensures objectives are measurable
KPIs
Amazon's "two-pizza" rule relates to this aspect of team organization
Team size
Amazon's culture encourages employees to do this when they don't understand something
Ask questions
Amazon's leadership principle "Earn Trust" emphasizes the importance of being this
Vocally self-critical
This Amazon Fresh innovation was created after observing customer frustration with grocery checkout lines
Just Walk Out technology
This Amazon practice encourages employees to make decisions without excessive approvals
disagree and commit
These two actions are expected and required from teams by leaders
Innovation and invention
This Amazon practice involves studying other companies to improve our own processes
Benchmarking
This Amazon practice ensures transparency and accountability in decision-making
Correction of Errors (COE)
Jeff Bezos left this empty in meetings to represent an important stakeholder...
Empty Chair to represent Customer
This famous Jeff Bezos quote emphasizes long-term thinking: "It's all about the...
long term
This might happen when doing new things
...being misunderstood for long periods of time
This term describes Amazon's approach to continuous improvement and learning
Day 1 mentality
Constant change is viewed as ___, rather than threatening
An opportunity