Have Senior Management Work in Customer Service at Least One Day a Year

Kaizen and the whole process of continuous improvement was, and continues to be, a powerful tool at Amazon. That’s partly because for a long time Jeff Bezos has had all of senior management work in customer service at least one day a year. This allowed executives to see events on the front line, to understand the problems that came up, and to help find solutions. … [ Read more ]

Hire to Train

Here’s the good news: The new, bigger role of learning allows you to save money in hiring. When I launched my first company in 2008, one of my first hires was a CTO. I chose an experienced developer who was in huge demand and was an expensive hire.

I also hired an entry-level employee who demonstrated enormous potential and ambition, although he had only rudimentary development … [ Read more ]

Whisper Courses

This reminds me of something our leadership-development team launched last year with behavioral nudging. We created what we call “whisper courses,” which were based on the premise that, as leaders, we have the best intentions yet get so busy and forget to do the many little things that matter so much. I recall us talking about how nice it would be to have this invisible … [ Read more ]