“There are many advantages to a customer-centric approach,” Amazon CEO Jeff Bezos wrote in a letter to shareholders last week, “but here’s the big one: customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great.”
Bezos’ words show how a company can look at its business model and find ways to improve the customer experience, providing them with a service they may not have known they needed.
