Customer Quote by Malini Chaudhri
““There are many advantages to a customer-centric approach, but here’s the big one: customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don’t yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf. Jeff Bezos From 7 insightful quotes to shareholders via letter. 2017””
About This Quote
Source Letter: Shareholder Letter, Amazon, 2017
Customers constantly desire improvement, even when they seem satisfied, driving innovation through a focus on delighting them.
In simple terms: Customers always want better, spurring innovation.
Key Takeaway
Listen to hidden dissatisfaction.
Themes
customer focus
innovation
delight
business strategy
Mood
reflective
strategic
Type
business
inspirational
When to use this quote
- product development
- service design
- marketing strategy
- customer research
- innovation management
Key Concepts
customer psychology
continuous improvement
Questions to Reflect On
- How can you uncover hidden dissatisfaction?
- What processes reveal unmet customer desires?
A Different Perspective
Assuming all customers are happy can blind you to real needs.
