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Truly Customer-Centric

You can email Andy Jassy, the President and CEO of Amazon, at ajassy@amazon.com.


How do I know Mr. Jassy's email address?


It's not because I've ever had the pleasure of meeting him, or because I used one of those email-lookup services to look it up.


It's because when Mr. Jassy was interviewed at the Code 2022 conference, he gave his email address to the crowd (twice), and that interview was subsequently made available to listeners of the Pivot podcast.


The idea of making your email publicly available to a crowd of people at a conference, let alone to thousands of listeners via a podcast, would be laughable to most public-company CEOs.


But if you know anything about Amazon's culture, you know they strive to be Earth's most customer-centric company.


And if you're going to say that you're Earth's most customer-centric company, it makes perfect sense that the company's most senior leader would want to make it easy for people to reach him with suggestions, challenges, or complaints.


This isn't new, by the way. Amazon founder Jeff Bezos also published his email address (jeff@amazon.com), believing it was a way for him to stay close to his customers.


Does Andy Jassy have a small army of people managing his email and triaging his incoming messages? I would imagine he does. After all, he runs one of the world's largest companies and thus likely has other things to do besides sit at his desk all day and answer emails.


But if Andy Jassy, who's currently responsible for a $1.2 trillion-dollar organization, can make his email address publicly available, then you can too.


If you don't want to, that's your decision.


Just don't say you put your customers first if you make it difficult for people to reach you.


 

P.S. I have tremendous respect for Amazon, and they come up (a lot) during the Retail Marketing Strategies course I teach. So if you don't think I'm going to email this blog post to Andy Jassy just to see if he will reply, well, you don't know me very well.

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