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Billionaire Jeff Bezos tells CNBC Make It that he has a public Amazon email address for handling customer comments and complaints. At least, according to an email received from his account, [email protected], which was signed “Jeff.”
“Yes, that’s right. I’m still seeing a lot of them,” Bezos wrote in an email to CNBC Make It on Monday, referring to emails from customers sent to that account.
So, as the richest person in the world and CEO, why bother with an account that must receive a bewildering number of emails?
“I treat every problem I hear from a customer as an opportunity to improve myself,” Bezos said in Walter Isaacson’s new book, “Invent & Wander: The Collected Writings of Jeff Bezos”.
Although [email protected] is not Bezos’ primary email address and he cannot read all the emails he receives there himself, “I see a lot of them and I use my curiosity to choose certain emails, ”Bezos says in the book.
Bezos said the majority of emails he receives from customers are complaints: “This is usually the reason people write to us – because we messed up their order somehow. . “
And Bezos takes these emails seriously. For example, if he receives a complaint about a defect, he will ask his team to do a case study and find “the root cause (s)”. And then “do some real root corrections,” he says in the book.
“So when you fix it, you don’t fix it just for that customer. You fix it for every customer, and that process is a gigantic part of what we do. So if my order failed or a bad customer experience , I treat her like that, ”Bezos explained.
CNBC Make It emailed Bezos from an NBCUniversal email address at 10:20 a.m. (EST) Monday and got a response from him 10 minutes later.
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