The Secrets of Bezos

10월 15일 쉬핑될 비즈니스위크의 브래드 스톤의 신간 <THE EVERYTHING STORE: Jeff Bezos and the Age of Amazon> 소개 기사. 깔끔하게 잘 정리되었다. 생부의 사진은 처음본다. 희귀자료다. 

The Secrets of Bezos: How Amazon Became the Everything Store

Amazon.com rivals Wal-Mart as a store, Apple as a device maker, and IBM as a data services provider. It will rake in about $75 billion this year. For his book, Bloomberg Businessweek’s Brad Stone spoke to hundreds of current and former friends of founder Jeff Bezos. In the process, he discovered the poignant story of how Amazon became the Everything Store.

Within Amazon.com (AMZN) there’s a certain type of e-mail that elicits waves of panic. It usually originates with an annoyed customer who complains to the company’s founder and chief executive officer. Jeff Bezos has a public e-mail address,jeff@amazon.com. Not only does he read many customer complaints, he forwards them to the relevant Amazon employees, with a one-character addition: a question mark.

When Amazon employees get a Bezos question mark e-mail, they react as though they’ve discovered a ticking bomb. They’ve typically got a few hours to solve whatever issue the CEO has flagged and prepare a thorough explanation for how it occurred, a response that will be reviewed by a succession of managers before the answer is presented to Bezos himself. Such escalations, as these e-mails are known, are Bezos’s way of ensuring that the customer’s voice is constantly heard inside the company.

* [원문] http://www.businessweek.com/printer/articles/158534-the-secrets-of-bezos-how-amazon-became-the-everything-store