Customer Obsession trips up more candidates than any other Leadership Principle.
They nailed STAR. They rehearsed their wins. They walked in confidently.
Then I asked: โTell me about a time you chose what was right for the customer over what was easy for your team.โ
๐ถ Silence. Generic answers. Deflection.
Customer Obsession isnโt just an interview topic โ itโs a leadership diagnostic.
๐ช๐ต๐ ๐ง๐ต๐ถ๐ ๐๐ฃ ๐ ๐ฎ๐๐๐ฒ๐ฟ๐ ๐ ๐ผ๐๐
๐ฏ๐ญ. ๐๐ ๐ฅ๐ฒ๐๐ฒ๐ฎ๐น๐ ๐ฌ๐ผ๐๐ฟ ๐ง๐ฟ๐๐ฒ ๐ก๐ผ๐ฟ๐๐ต
Customer Obsession is Amazonโs first LP for a reason. It trumps internal politics, short-term profit, and ego.When pressure hits, do you advocate for the customer โ or optimize for yourself?
๐ช ๐ฎ. ๐๐ ๐ฆ๐ฒ๐ฝ๐ฎ๐ฟ๐ฎ๐๐ฒ๐ ๐ข๐๐ป๐ฒ๐ฟ๐ ๐ณ๐ฟ๐ผ๐บ ๐๐น๐ผ๐ฐ๐ธ-๐ฃ๐๐ป๐ฐ๐ต๐ฒ๐ฟ๐
Customer-obsessed people act like owners. They see pain points others miss. They take initiative before being asked.
Never use your role as a shield. If the work needs doing, step up or find the right owner. Never hide behind a piece of paper.
๐ฅ ๐ฏ. ๐๐'๐ ๐๐ฎ๐ฟ๐ฑ ๐๐ผ ๐๐ฎ๐ธ๐ฒ
You canโt just say โI care about customers.โ You have to show:
โข What did you notice that others missed?
โข What did you do that no one else did?
โข How did it improve the experience?
๐ต ๐๐ฒ๐ต๐ฎ๐๐ถ๐ผ๐ฟ๐ ๐'๐บ ๐๐ถ๐๐๐ฒ๐ป๐ถ๐ป๐ด ๐๐ผ๐ฟ ๐ฃ๐ฟ๐ผ๐ฎ๐ฐ๐๐ถ๐๐ฒ
โข Works backwards from optimal customer experience
โข Tries to surprise and delight
โข Makes the experience more efficient
๐๐ฒ๐ฒ๐ฑ๐ฏ๐ฎ๐ฐ๐ธ-๐๐ฟ๐ถ๐๐ฒ๐ป
โข Takes actions guided by customer input
โข Finds new ways to gather feedback
โข Uses feedback to improve
๐๐ผ๐ป๐ด-๐ง๐ฒ๐ฟ๐บ ๐ง๐ต๐ถ๐ป๐ธ๐ถ๐ป๐ด
โข Pushes back for long-term customer impact
โข Earns trust by delivering on promises
โข Stops activities that no longer serve customers
You donโt need all nine. But you need depth in two or three.
๐ก ๐ง๐ต๐ฒ ๐๐ฎ๐ฟ๐ฑ ๐ง๐ฟ๐๐๐ต
Your rรฉsumรฉ gets you the interview.
Customer Obsession โ demonstrated, not claimed โ gets you hired.
๐ฌ Which behavior is your strongest? Which would trip you up?
โ
๐ฅ Iโm Howard โ an executive coach (and former Amazon Bar Raiser) helping high-achieving professionals navigate whatโs next.
๐ Ring my profile for more.
๐ Book a call