Invest in Your Customers More Than Your Brand
Jeff Bezos complain about how Amazon’s core values are misunderstood. “One of the early examples…was customer reviews,” he recalls. “One [critic] wrote to me and said, ‘You don’t understand your business. You make money when you sell things. Why do you allow these negative customer reviews?’ And when I read that letter, I thought, we don’t make money when we sell things. We make money when we help customers make purchase decisions.”