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AWS VP on Customer Obsession and Innovation

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Sandy Carter
Sandy Carter

This document discusses Amazon's focus on customer obsession and innovation. It emphasizes working backwards from the customer by writing press releases and FAQs from the customer's perspective to deeply understand their needs. It promotes autonomy through small teams and diversity to drive new ideas. The overall message is that innovation comes from truly understanding customers and taking action without overanalyzing.

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© 2019, Amazon Web Services, Inc. or its Affiliates. Differentiation through Innovation and Customer Obsession Sandy Carter VP, Amazon Web Services PS Partners and Programs
© 2020, Amazon Web Services, Inc. or its Affiliates.
© 2020, Amazon Web Services, Inc. or its Affiliates.3 • Product • Operational Excellence • Client Experience • Business Model Innovation in: Source: Crowd Companies
© 2020, Amazon Web Services, Inc. or its Affiliates. Innovation = Empathy Customer Obsession
© 2020, Amazon Web Services, Inc. or its Affiliates. Customer FOCUSED Customer DRIVEN Customer OBSESSED Doesn’t everyone do this?
© 2020, Amazon Web Services, Inc. or its Affiliates. WORK BACKWARDS FROM THE CUSTOMER #1 © 2020, Amazon Web Services, Inc. or its Affiliates.
© 2020, Amazon Web Services, Inc. or its Affiliates. WRITE THE PRESS RELEASE #2 © 2020, Amazon Web Services, Inc. or its Affiliates.
© 2020, Amazon Web Services, Inc. or its Affiliates. WRITE THE FAQ #3 © 2020, Amazon Web Services, Inc. or its Affiliates.
© 2020, Amazon Web Services, Inc. or its Affiliates. Who is the customer? What is the customer problem or opportunity? What is the most important customer benefit? How do you know what customers need? What does the customer experience look like? …To Answer These Questions © 2020, Amazon Web Services, Inc. or its Affiliates.
© 2020, Amazon Web Services, Inc. or its Affiliates. Own/run what you build Fosters ownership & autonomy Two Pizza Teams
Diversity Drives Innovation and Business Outcomes
DON’T OVERANALYZE IT JUST GET GOING. @Sandy_Carter © 2020, Amazon Web Services, Inc. or its Affiliates.

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AWS VP on Customer Obsession and Innovation

  • 1. © 2019, Amazon Web Services, Inc. or its Affiliates. Differentiation through Innovation and Customer Obsession Sandy Carter VP, Amazon Web Services PS Partners and Programs
  • 2. © 2020, Amazon Web Services, Inc. or its Affiliates.
  • 3. © 2020, Amazon Web Services, Inc. or its Affiliates.3 • Product • Operational Excellence • Client Experience • Business Model Innovation in: Source: Crowd Companies
  • 4. © 2020, Amazon Web Services, Inc. or its Affiliates. Innovation = Empathy Customer Obsession
  • 5. © 2020, Amazon Web Services, Inc. or its Affiliates. Customer FOCUSED Customer DRIVEN Customer OBSESSED Doesn’t everyone do this?
  • 6. © 2020, Amazon Web Services, Inc. or its Affiliates. WORK BACKWARDS FROM THE CUSTOMER #1 © 2020, Amazon Web Services, Inc. or its Affiliates.
  • 7. © 2020, Amazon Web Services, Inc. or its Affiliates. WRITE THE PRESS RELEASE #2 © 2020, Amazon Web Services, Inc. or its Affiliates.
  • 8. © 2020, Amazon Web Services, Inc. or its Affiliates. WRITE THE FAQ #3 © 2020, Amazon Web Services, Inc. or its Affiliates.
  • 9. © 2020, Amazon Web Services, Inc. or its Affiliates. Who is the customer? What is the customer problem or opportunity? What is the most important customer benefit? How do you know what customers need? What does the customer experience look like? …To Answer These Questions © 2020, Amazon Web Services, Inc. or its Affiliates.
  • 10. © 2020, Amazon Web Services, Inc. or its Affiliates. Own/run what you build Fosters ownership & autonomy Two Pizza Teams
  • 11. Diversity Drives Innovation and Business Outcomes
  • 12. DON’T OVERANALYZE IT JUST GET GOING. @Sandy_Carter © 2020, Amazon Web Services, Inc. or its Affiliates.