With business now in the midst of wholesale digital transformation, a world of increased complexity transforms what and how managers create value. One leader/thinker’s perspective comes from Jeff Bezos’ 2018 Shareholders Letter:
“One thing I love about customers is that they are divinely discontent. Their expectations are never static – they go up. It’s human nature.
We didn’t ascend from our hunter-gatherer days by being satisfied. People have a voracious appetite for a better way, and yesterday’s ‘wow’ quickly becomes today’s ‘ordinary’.
I see that cycle of improvement happening at a faster rate than ever before. It may be because customers have such easy access to more information than ever before – in only a few seconds and with a couple taps on their phones, customers can read reviews, compare prices from multiple retailers, see whether something’s in stock, find out how
fast it will ship or be available for pick-up, and more.
These examples are from retail, but I sense that the same customer empowerment phenomenon is happening broadly across everything we do at Amazon and most other industries as well. You cannot rest on your laurels in this world. Customers won’t have it.”