CEO Monthly Issue 12 2018

CEO MONTHLY / ISSUE 12 2018 15 The Road to Customer Loyalty is Paved with Emotion Founder and CEO Jeff Bezos attributes this success to the application of customer centricity in every part of the business. His philosophy is to care for the customer through listening and fully understanding the person making the purchase. Amazon not only reacts to customer complaints and feedback effectively, but proactively addresses issues before the customer has time to become frustrated. The customer centric approach is designed to continually surprise customers with relentless positive experience through continual innovation. Providing quality products at competitive prices is obviously a known formula for attracting and retaining customers. However, it is only by exceeding expectations and building emotional connections which make people feel good that true customer loyalty is born. For further information visit www.diabolocom.com/en