The secret to really being customer obsessed

Listen on:

Customer obsession is another one of our Amazon Leadership Principles. (See past posts about ownership and how to commit when you disagree). It’s one of the things that I really like about Amazon. I’ve worked for other companies that claim to be customer obsessed, but when it comes down to it they always put the company first.

I love that Amazon genuinely believes in doing the right things for the customers, EVERY TIME. And they mean it. I’ve seen teams go above and beyond to correct a mistake. I can’t legally give you all the detailed examples, but know that Amazon will ALWAYS obsess over the customer experience above anything else.

As I’ve been trying to apply the Leadership Principles to myself and my ambitions outside of work it made me really think about who my customer is and how I can take this principle to the next level.

For my coaching business I know my customers are Amazonians looking to be more confident. But if I take this principle a step deeper, I think I’m my real customer I need to apply this to.

I’m all for customer obsession with my clients, but as I work on building my own business in addition to my day job at Amazon, I have to start from myself and work backwards. I have to learn how to earn and keep my own trust. I need to see what other coaches are doing, but obsess over what I’m doing.

So how do you do this?

For me it looks like the following:

Working backwards: At work this comes in the form of 6-page documents clearly articulating the problem and solutions. Personally, it starts with me getting honest and clear on what my goal is, what time I’m going to work on reaching it, and what time I’m going to allow myself to rest. The key is to mentally let myself rest during my down time so I can be all in during my work time.

Earn and Keep Trust: At work this looks like being honest, transparent, admitting mistakes, and never compromising the customer experience for a business tradeoff. Personally, this looks like making a detailed plan of what I’m going to accomplish and doing it even when I don’t want to. Honoring my commitments to myself is how I know I trust myself. If it’s on my calendar, I trust it will get done. I continue to show up for myself so I don’t doubt my abilities anymore.

Pay attention to competitors, but obsess over customers: I stay on top of what other coaches are doing. I listen to the podcasts, attend the workshops, and read all the things, but I use it as a way to learn and get inspired. I’m not worried about what others are doing. I’m focused on what I’m doing, what value I’m adding, and how I can help even more people. I constantly create new content, do my self-coaching, and lean on my coach to help me see what’s holding me back.  

So my challenge to you this week is to take this Leadership Principle of Customer Obsession and figure out how you can apply it to yourself. If you were your own customer, how would you apply this principle to your goals and aspirations? Learn to trust yourself and obsess over the value you bring.

You got this!

Want help applying this to your situation and taking it to the next level, let’s jump on the phone together. Grab time on my calendar HERE.

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Hey, I’m Lindsay Lyman

I spent the last ~12 years growing my career at Amazon. I’ve built teams, launched new products, and created my own jobs. As a certified coach, I teach people how to manage the noise in their head to feel motivated and valued at work again.

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