He wants to be such a strong customer service leader that every other company will look to Amazon as the BMW of customer service. In addition, they will change their businesses to meet and exceed that of Amazon. Leadership, Loyalty and Culture When asked about what leadership, Bezos stated this was the ability to tell people beforehand that things will be hard. We have to work hard because customers count on us. About customer loyalty, Bezos stated that customers are loyal up until the last second before they make a purchase.
Company culture is formed in the early days of an organization.
We obsessed with customer service and when you work that hard with something, the culture just forms. We were able to pick our niche. We could have picked to focus on our competitors. There really was not competition however when we first began. We therefore decided on becoming customer focused instead.