Highlights of Jeff Bezos buying The Washington Post

JeffBezos-WashingtonPost
(Photo courtesy CNNMoney)

The news world is abuzz with news & conversations about the Jeff Bezos buying The Washington Post. Here are a few points in the announcements that caught my attention:

  • Bezos’ first communication to The Post’’s employees elaborated clearly where the priority lies – the customer.
    • The paper’s duty will remain to its readers and not to the private interests of its owners.
    • We will need to invent, which means we will need to experiment. Our touchstone will be readers, understanding what they care about – government, local leaders, restaurant openings, scout troops, businesses, charities, governors, sports – and working backwards from there.
  • How often do we get to hear about an individual’s decency as a deciding factor in world of mergers & acquisitions? In the case of Jeff Bezos, it seems quite often.
    • From Donald Graham’s statement: “Jeff Bezos’ proven technology and business genius, his long-term approach and his personal decency make him a uniquely good new owner for The Post.
  • As seen in earlier cases earlier (like when Zappos was acquired by Amazon), values finds multiple mentions in Bezos’ communication.
    • When a single family owns a company for many decades, and when that family acts for all those decades in good faith, in a principled manner, in good times and in rough times, as stewards of important values – when that family has done such a good job – it is only natural to worry about change.
    • The values of The Post do not need changing.

It will indeed be interesting to see how Bezos will try & innovate The Post out of its financial misery. What kind of innovations will we get to see in the world of news publishing? After the medium, is it now the turn of the content to play a role in Bezos’ & Amazon’s vision?

Customers *Must* Be Part of the Co-Creation Process

The Economist Intelligence Unit surveyed 226 executives at global enterprises to find out how smart companies innovate as part of a Oracle sponsored study about cultivating business-led innovation.

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One of the key findings of the study has been that “companies furthest along the innovation path utilize customer data and customer participation in their product and service improvements. Fifty-four percent of respondents in this group actively collect customer feedback and analyze customer data for clues to innovate effectively, but in different ways.”

As Oracle SVP Bob Evans blogs: “Customers *Must* Be Part of the Co-Creation Process. As companies of all sizes and across all industries realize that the co-creation of value and of experiences with customers can be a profound way to boost customer loyalty, they also must recognize that relevant innovation in a customer-free vacuum is impossible. Mid-size and smaller companies ($500 million or less) connect directly with customers in interviews about product design and testing, while companies with revenue above $1 billion or more likely to use social technology and sentiment analysis to uncover customer-focused innovations.”

You can find the details of this study & the report at the Oracle feature page or The Economist Intelligence Unit site.

Who is your customer?

Seth Godin rocks in packing wisdom in nugget sized blog posts. This one on customers stands out.

If you can only build one statue, who is it going to be a statue of?
http://sethgodin.typepad.com/seths_blog/2012/02/who-is-your-customer.html

25 Ways to Show Loyalty to Your Customers

ThanksYou_Flickr-woodleywonderworks(Photo courtesy flickr | woodleywonderworks)

A business that values its focus on its customers, regularly find ways to show their loyalty to their customers. It is a good practice for your & your customer facing teams to regularly find novel & memorable ways of doing this.

Chip Bell & John Patterson have listed 25 ways of doing this in their Wired & Dangerous blog:

  • Invite a customer to an important staff meeting to talk about their needs and goals
  • Arrange for a special learning experience for customers
  • Name a policy, building, or conference room for a key customer
  • Start a fund or scholarship in the name of a key customer
  • Poll your customer for their input on important changes you plan to make

Read the entire list here.

Related Posts:
~ Suddenlink | Customer Experience Lessons
~ Social Media Lessons From FedEx
~ Customer Loyalty
~ What is a customer centric organization?