Talk about innovation. Jeff and Amazon is all over it. Reading for example.

Talk about innovation. Jeff and Amazon is all over it.


Jeff Bezos, founder and chairman of Amazon.com
The Customer Is Always Right

Since founding Amazon in 1994, he has revolutionized retailing. Now he's out to transform how we read.
By Daniel Lyons | NEWSWEEK
Published Dec 21, 2009
From the magazine issue dated Jan 4, 2010

No one has been more surprised by the success of the Kindle than Amazon CEO Jeff Bezos. The electronic book reader has become the online retailer's bestselling product. Bezos spoke to NEWSWEEK'S Daniel Lyons about the device, how the Apple tablet might affect it, and the next phase of digital distribution. Excerpts:

No one has been more surprised by the success of the Kindle than Amazon CEO Jeff Bezos. The electronic book reader has become the online retailer's bestselling product. Bezos spoke to NEWSWEEK'S Daniel Lyons about the device, how the Apple tablet might affect it, and the next phase of digital distribution. Excerpts:
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Lyons: Amazon had an amazing year despite the bad economy. How did you do it?
Bezos: It is the basics. It is focusing on selection, low prices, and reliable, convenient, fast delivery. It's the cumulative effect of having this approach for 14 years. I always tell people, if we have a good quarter it's because of the work we did three, four, and five years ago. It's not because we did a good job this quarter.

Amazon started off as a retailer. Now you're also selling computing services, and you're in the consumer-electronics business with the Kindle. How do you define what Amazon is today?
We start with the customer and we work backward. We learn whatever skills we need to service the customer. We build whatever technology we need to service the customer. The second thing is, we are inventors, so you won't see us focusing on "me too" areas. We like to go down unexplored alleys and see what's at the end. Sometimes they're dead ends. Sometimes they open up into broad avenues and we find something really exciting. And then the third thing is, we're willing to be long-term-oriented, which I think is one of the rarest characteristics. If you look at the corporate world, a genuine focus on the long term is not that common. But a lot of the most important things we've done have taken a long time.

You've talked about Kindle being this example of working backward from the customer. Can you explain that?
There are two ways that companies can extend what they're doing. One is they can take an inventory of their skills and competencies, and then they can say, "OK, with this set of skills and competencies, what else can we do?" And that's a very useful technique that all companies should use. But there's a second method, which takes a longer-term orientation. It is to say, rather than ask what are we good at and what else can we do with that skill, you ask, who are our customers? What do they need? And then you say we're going to give that to them regardless of whether we currently have the skills to do so, and we will learn those skills no matter how long it takes. Kindle is a great example of that. It's been on the market for two years, but we worked on it for three years in earnest before that. We talked about it for a year before that. We had to go hire people to build a hardware--engineering team to build the device. We had to acquire new skills. There's a tendency, I think, for executives to think that the right course of action is to stick to the knitting—stick with what you're good at. That may be a generally good rule, but the problem is the world changes out from under you if you're not constantly adding to your skill set.

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