Bezos steps down from Amazon on Monday – exactly 27 years after he founded it.
In that time he has developed a series of unusual leadership principles – which some argue are the backbone of his success. Others believe they speak to everything that is wrong with Big Tech.
Talk to anyone who’s ever worked at Amazon, and you don’t have to wait long before you hear the phrase “customer obsession”.
For Bezos, profit was a long-term aspiration. For a company to be successful it had to have happy customers – at almost any cost.
Nadia Shouraboura started working for Amazon in 2004. She went on to be invited into the elite “S-team” of Amazon managers – the senior managerial board. But when she first started, she thought she was going to be immediately fired.
Shouraboura had ordered key products onto warehouse shelves that were too high. It would take time and money to get the right products off the shelves.
“I came up with a clever way for us to lose as little money as possible, and sort of fix the problem. But when I talked to Jeff about it he looked at me and said, ‘you’re thinking about this all wrong’.
“You’re thinking how to optimise money here. Fix the problem for customers, and then come back to me in a few weeks and tell me the cost.”
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