During a leadership meeting, Jeff Bezos once called Amazon’s customer service line on speakerphone and waited on hold for more than four minutes, revealing a critical gap between reported metrics and actual customer experiences. His simple but direct intervention illustrated for his executive team how relying solely on reported data can sometimes mask deeper issues that affect customer satisfaction and, ultimately, a company’s bottom line. For CEOs, this serves as a powerful reminder that hands-on involvement, personal experience, and front-line insights are as important as key performance indicators when it comes to understanding the health of a business. Check out this article I co-authored with fellow members of the Forbes Coaches Council, where we share key lessons CEOs can learn from Jeff Bezos’ customer-first approach. We explore how stepping into the customer’s shoes can lead to smarter leadership decisions that drive growth and innovation.
VIA: Forbes — bit.ly/3ZPHy2O