“If I had asked people what they wanted, they would have said faster horses.” -Henry Ford
Years ago, I went on short-term disability when I worked in a call-center for the 3rd highest rated auto insurance carrier (rating based on policies written). I took advantage of the situation. I had a few college credits remaining toward a Bachelors in Business Management and Interpersonal Relations.
It cost less to achieve these remaining credits by writing 10-15 page (double space) papers based on life experiences. At the time, I was 28yrs old. I believed I had enough life experiences to take advantage of these life experience papers and transferring 1 credit for $15 (up to a max of 15 credits) was well worth my time and money.
I recall writing a paper on “CUSTOMER SERVICE”. I knew the subject well and I had plenty of personal life experiences and business experiences to touch upon in the paper. I began with defining who is the customer? At first, the paper seemed easy but when I began to dissect who is the customer; it turned into a much bigger word. In the end, I received a passing score and had 3 credits transferred for $45 dollars. However, by looking back, I failed to define “what is service”?
Amazon boasts to achieve being the world’s most customer-centric employer. It’s a nice word. It’s a cliché. It’s touted by “leaders” (loosely used word; as loose as a whore on a street corner) who have their publicists write amazing public relation reports, fabricate data (I wouldn’t make this claim if I couldn’t prove it), cheat employees of Unpaid Time Off (as of August 2022), hire managers straight out of college who only know how to make friends rather than leaders, and continually fail to define “customer” and “centric”.
An employee is a customer too. Not just from a consumerism standpoint. (Amazon is one lucky company; its success lies upon the addiction of convenience and covetousness of objects).
What exactly is centric? Perhaps, it’s the exceptional value of health insurance benefits to certain class employees.