amazon | Lean CX

This is a powerful definition of Operational Excellence, how it relates to Customer Obsession and has a huge impact on revenue, profit and employee engagement. You can download a PDF version for yourself, free. Enjoy!

A Framework For Operational Excellence and Customer Obsession

Operational Excellence. It’s a term most of us have heard, maybe even used, but when it comes down to it few people know what it really, truly means. Operational Excellence certainly sounds like something we should want – after all, everyone would say they want their business or team to operate well, and we want it to be excellent rather than average, right?

We need Operational Excellence

Operational Excellence is important enough for Jeff Bezos (the richest man in the world and the CEO of Amazon.com) to mention repeatedly in his shareholder letters, so there has to be some value in it. And let me ruin the ending for you here – because when it comes to well defined operational excellence there is massive value indeed.

It’s a strategy that has helped Amazon become the most feared (and revered) business of the century so far – sending whole industries running for cover at the slightest mention of working there. It’s a strategy that helped Toyota thrive for over 100 years in one of the toughest industries on earth. It’s a strategy that took McDonald’s from one store to over 36,000 stores worldwide, and it’s a strategy that enabled Uber to grow to more than 2,000,000 drivers worldwide. Bezos says:

Congratulations and thank you to the now over 560,000 Amazonians who come to work every day with unrelenting customer obsession, ingenuity, and commitment to operational excellence.

The thing is, when Jeff Bezos talks about customer obsession, he’s not talking about meeting a customer at a cash register and giving them a smile. He’s talking about reducing any friction a customer might have in doing business with Amazon.com, and making it ridiculously easy for them to buy (and continue to buy) from them.

Which gives us some good news. When it comes to Customer Obsession and Operational Excellence, those two things are 100% related.

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#3 Lean CX Comic – Be The Disruptor, Not The DisruptedClick to Enlarge – or – Right Click and “Save As” to save.

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You are either becoming a disruptor, or you’re about to be put out of business by one. So many industries have already been completely changed in the past 10 years, and the disruption is not going to stop. If you don’t discover a formula now for creating disruptive products and services yourself, there’s a good chance your team or business won’t be around to see the next 10 years.

But what exactly is a disruptor? A disruptor, as we see it, is something that changes the rules of the game, so that it is seen as better, can scale and grow faster, and sell more than anything in its industry. As a result, other brands and products fall by the wayside, and ultimately disappear, often within a matter of only a few years.

The good news is, the Lean CX Score is an exact framework for creating disruptors out of normal products or services. In other words, you can be the Amazon, instead of the Borders. You can be the Netflix, instead of the Blockbuster. You can be the Facebook, instead of MySpace. And using these steps actually improves your team speed, morale and engagement at the same time. The rewards are incredible. It’s time to get your copy of the Lean CX Score today.

See all the Lean CX Comics here

Get "The Lean CX Score" now, and start creating disruptors in your industry that completely annihilate your competition.

Oh and good news! You'll be improving the speed, morale and engagement of your teams at the same time. Get the Lean CX Score now.