Roger Dooley:     Well, I guess that’s what separates visionaries from the rest of us. In "Think Like Amazon", former Amazonian John Rossman gives us an inside look at the inner workings, and inner thoughts, of the world's most successful company. I was a partner in a consulting firm, Alvarez and Marsal for 12 years after Amazon. And one of the lessons to take from them is that oftentimes good ideas don’t succeed on their first iteration. They say they want to innovate, they say they want to change, they say they want to disrupt, but they’re not really willing to do it yet because they’ve grown a little fat and used to the good times. Auto Suggestions are available once you type at least 3 letters. And that really starts from the top, from Bezos, and just his willingness to stay with good ideas much longer than most other companies are able to. Intensive practice + Right? So where people like Jef or Steve Jobs can look at something and say, “This is the way it should be,” and sort of stick with that vision, even when somebody says, “Oh, that’s impossible, we can’t do that,” or everybody says, “That’s never going to work.” Where most people would be intimidated. For every story that’s written about disruption and retail and everything, it’s not the stories about entrepreneurs being able to reach customers and build new businesses because of the Amazon marketplace, doesn’t get told as much. Particularly if you’ve got perhaps folks who are older or who are suffering from the effects of some kind of an illness and maybe not as with it as they would be when they’re at their best. John Rossman helped to launch and build the Amazon Marketplace business before leading the company’s Enterprise Services business during his tenure at … And people got frustrated and they sent it back and they give it a bad rating. Well, third time’s the charm. For more information or for links to Amazon and other sellers, go to rogerdooley.com/friction. Intensive practice + ... 500 ways to pass the General Chemistry section of the new MCAT! Better results, less money! And I think that kind of relates to a chapter in your book that talks about how support functions are all supposed to focus on getting to yes. John Rossman and Bill Ringle discuss Think Like Amazon: 50 1/2 Ideas to Become a Digital Leader for small business leaders. Fast and free shipping free returns cash on … If you want to compete and win in the digital era, you have to Think Like Amazon. Use metrics to create a culture of accountability and innovation. Right? You don’t have that staring at that bottle saying, “I think I took it.”. A platform is a business model and capability that … John Rossman:   Well, it’s funny you mentioned that it’s not impossible. Formerly an executive at Amazon, he now heads Rossman Partners, a niche business advisory firm. The initial vision for Amazon’s Marketplace. Think Like Amazon is a must-read for board members, executives, and the entire organization.” It’s basically between the buyer and seller to work things out.” And we took 180 degree different point of strategy around that and that forced Amazon to do some very hard things. John Rossman:   Yeah, and really is… I mean, and I’ve also seen the opposite, which is those teams, they seem to make it their job to make it as hard as possible on people to make change and to get to something new. “Rossman shares the deep insights only an Amazon insider with a front-row seat to Jeff Bezos could uncover. I just saw an article, I can’t remember the name of the company, but they, unlike some of their competitors, had not been hacked. And they measure every single one of those. Right? It is this that Rossman draws upon as the driving force in his new book, Think Like Amazon. So they went to Amazon and it ended up being a huge win for them. You’ll see how Amazon’s core leadership principles helped it to scale. Rossman also offers invaluable insights into the latest technologies, e-commerce marketing, online culture, and IoT disruptions that only an Amazon insider would know. Again, completely counterintuitive from a traditional business standpoint, but letting customers choose and have trust in new items and used items and the condition of those used items on the same detail page, was a completely counterintuitive move of which we were criticized heavily for, for a long period of time. To find more episodes like this one, and to access all of Roger’s online writing and resources, the best starting point is RogerDooley.com. Think Like Amazon is a must-read for board members, executives, and the entire organization. And PillPack, the acquisition from Amazon is, as you pointed out, instead of delivering you five different bottles and asking that the patient, the customer to administer those properly, gives them a daily dose packet. John, if more businesses thought like Amazon, the world would definitely be a better place. Get my newest, best ideas free! John Rossman:   Yeah. From culture, strategy, business, and technology, this is a bible for transforming any organization for the digital era. And that’s the job. Reading Think Like Amazon is like having Jeff Bezos advise me. He entertains and educates audiences around the world with speeches and workshops that make business better using practical approaches based on science. So we really launched that as part of the marketplace capability. But if that is your sole measure of understanding customers’ feedback and customer satisfaction and getting to operational excellence, you’re just going to be scaling above the median in everything. They tried to get this into the channels through those traditional outlets, the Best Buys and Office Depots and such, but they have shelf space issues and they really couldn’t penetrate because they were up against folks like Cisco and Netgear. It’s not acceptable at well-operating companies like Amazon. Bestselling author Dan Pink calls it, “An important read,” and Wharton Professor Dr. Joana Berger said, “You’ll understand Friction’s power and how to harness it.”. That’s the customer promise. Required fields are marked *, 3261one Free shipping for many products! Roger’s new book, Friction, is published by McGraw Hill and is now available at Amazon, Barnes & Noble, and bookstores everywhere. In Think like Amazon, John takes his expertise and distills it into 50 odd ideas for how to better run your business (digital or not). Roger Dooley:     Most businesses really don’t want to disrupt themselves. Right? Some of them were well written others were uninteresting or felt like the author was pandering. But if you stick with it, over time, if it’s the right concept, traditions will change and you’ll set the next tradition. This is the best strategy and tactics book i have read in a long time. And it forced a very different integration and choreography with sellers and a much different set of obligation with sellers. Publisher's Note: Products purchased from Third Party sellers are not guaranteed by the publisher for They have to actually demonstrate leadership and expertise by helping you get to yes. John Rossman | Bellevue, Washington | Advisor, Author of Think Like Amazon, Board Advisor | 500+ connections | See John's complete profile on Linkedin and connect And what they proved was that if customers trust what they’re going to get, they will actually buy more over time and not less. And really those folks weren’t out there to prevent deals. But particularly I think in the earlier years, the customer experience depended quite a bit on the seller that they were buying from as opposed to the eBay platform itself. The all-in-one GMAT Prep Course that lets students take GMAT practice tests across all platforms−book, If you want to learn how to compete in the digital era, John is someone you should listen to. Filed Under: Podcast Tagged With: Amazon, customer experience, CX, ebay, john rossman, platforms. Right? It’s something that I really try and emphasize, because so often you’ve got people in the organization who know what needs to be done, who know how to create a good customer experience or user experience, but somehow they’re hampered because they lack the power to deal with a more powerful adversary in IT or in compliance or in legal. Add a platform that provides self-service growth. Submit your email address to receive Barnes & Noble offers & updates. Innovate by reducing friction and in it I wrote a little essay called, “Please Amazon, open a pharmacy, please.” And it was really just a breakdown of an experience I had in my local pharmacy. Amazon stuck to their guns on it. These include actionable ideas that you can use to transform your culture, expand your business into digital, and become the kind of platform company that customers obsess over. For a better shopping experience, please upgrade now. Learn how to enable JavaScript on your browser. So I think this is an exciting venture from Amazon. I think that if you have a very high level of focus on what you’re doing now and trying to improve that experience, measure everything, test lots of stuff and keep improving, and at the same time have these longterm goals, I mean, I think it’s challenging. And so you really have to be ready for that. And so we knew we needed to expand in different categories, but we also knew the limitations of our merchandising and buying expertise plus the amount of inventory we could carry. Right? Think Like Amazon: 50 1/2 Ideas to Become a Digital Leader by John Rossman My rating: 2 of 5 stars. So examples of that would be putting true customer reviews on product detail pages. John Rossman is the author of the best-selling book Think Like Amazon: 50 1/2 Ideas to Become a Digital Leader, published by McGraw Hill. And I guess I’d contrast that with probably the other company that was comparable at that time, which would be eBay, where they had a lot of sellers on a platform. In Think Like Amazon, Rossman sets forth a playbook, or system of beliefs and approaches, for how Amazon gets results and thinks about their business. I think that there’s a combination of things and I always resist the temptation of boiling it down to a simple thing or one thing. Rossman also offers invaluable insights into the latest technologies, e-commerce marketing, online culture, and IoT disruptions that only an Amazon insider would know. Be Strategic and Honest in Your Obsession, and Then Obsess to Win 9, idea 3 Move Forward To Get Back to Day 1: Change the Culture of the Status Quo 13, idea 4 Obsessed Is Different: Create Customer Obsession in Your Business 19, idea 5 Don't Go Along to Get Along: The Risk Social Cohesion Poses to Achieving Hard Results 23, idea 6 Deliver Results: Own Your Dependencies to Overcome and Succeed 27, idea 7 Ownership for Everyone: Compensation Strategy to Drive Enterprise Optimization 31, idea 8 Avoid Country Clubs: Stay Hungry Even When You're Successful 35, idea 9 Make the Elephant Dance: Portfolio Strategy and Governance for Innovation 39, idea 10 You Are the Chief Product Officer: The New Management Science of Being a Builder 45, idea 11 Are You Willing to Be Misunderstood? 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