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Friday’s Change Reflection Quote - Leadership of Change® - Change Leaders Cultivate a Customer-Centric Mindset.

1994, founded in Bellevue, Washington by Jeff Bezos.


👏 Happy Friday!


On this day, July 5, 1994, was founded in Bellevue, Washington, by Jeff Bezos. This landmark event marked the birth of what would become one of the world’s largest and most influential e-commerce and technology companies, revolutionising the way people shop and consume digital content. Jeff Bezos, a former Wall Street executive, conceived the idea for an online bookstore while on a cross-country drive from New York to Seattle. Recognising the rapid growth of the internet and its potential for e-commerce, Bezos saw an opportunity to create a virtual marketplace that could offer a vastly larger selection of books than traditional brick-and-mortar stores. Initially operating out of Bezos's garage, started as an online bookstore with the ambitious goal of becoming “Earth’s most customer-centric company.” The company's name was chosen both for its association with vastness (like the Amazon rainforest) and because it began with 'A', which would place it near the top of alphabetical listings. Within its first month of operation, Amazon had already shipped books to all 50 U.S. states and to 45 countries. By September 1995, the company was selling $US20,000 worth of books per week. Amazon's early success was driven by its innovative features, such as customer reviews, personalised recommendations, and one-click ordering, which set it apart from traditional retailers. In 2023, Amazon’s annual revenue was approximately $US574.79 billion, representing an 11.83% increase from the previous year. Today Amazon’s market capitalisation stands at approximately of $US2.056 trillion.

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✅ Jeff Bezos famously said, “What's dangerous is not to evolve,” highlighting the necessity of continuous adaptation and innovation in today’s fast-paced business environment. This philosophy has been at the core of Amazon’s success, driving the company to constantly explore new markets, technologies, and business models. Leaders of change foster a culture of experimentation and risk-taking, embracing failure as a necessary part of innovation and growth. They prioritise customer-centricity, using a deep understanding of customer needs to guide decision-making and strategic direction. Change leaders balance short-term execution with long-term vision, maintaining focus on future goals while addressing immediate challenges. They cultivate adaptability and resilience within themselves and their teams to navigate uncertainty and overcome setbacks. Leaders of change communicate their vision clearly and consistently, ensuring alignment and buy-in across the organisation. Change Leaders Cultivate a Customer-Centric Mindset.


“Effective change leadership balances customer-centric innovation with long-term vision, fostering a culture of adaptability and clear communication to navigate 4IR uncertainty and drive transformation”


👉 Beyond the Change Charade: Embracing True Customer-Centric Strategies: Having a customer-centric mindset is not just beneficial but essential for survival. Leaders must deeply understand and prioritise customer needs, preferences, and experiences to drive effective change. In the context of the Fourth Industrial Revolution (4IR), where digital, physical, and biological systems converge and are reshaping industries, this approach becomes even more critical. Organisations that fail to adopt this mindset risk falling into a change management charade, going through the motions without truly addressing what matters most, the customer. This superficial approach to change can have severe consequences. Competitors who genuinely prioritise customer needs will inevitably surpass those stuck in outdated paradigms. Customer dissatisfaction and loss become real threats as organisations struggle to remain relevant. In the worst-case scenario, sustained neglect of customer-centricity can lead to business failure. To thrive in the 4IR landscape, leaders must leverage emerging technologies like AI, automation, and data analytics to enhance customer experiences. This involves not just implementing new tools but fundamentally reshaping organisational culture and strategies around customer needs. By doing so, organisations can unlock new opportunities, maintain market share, and ensure long-term viability in an increasingly competitive and rapidly evolving business environment.


Final Thoughts:

Do your leaders cultivate a customer-centric mindset, leveraging data and technology to deeply understand and anticipate customer needs? When implementing change, do they fundamentally align every aspect of the business with customer value?


Further Reading: Change Management Charade - Leadership of Change Volume 8


Have a fantastic weekend with the ones you love and care for, enjoy some fresh air, exercise, eat, drink and be happy.

Have a fantastic holiday weekend with the ones you love and care for, enjoy some fresh air, exercise, eat, drink and be happy.


Peter consults, speaks, and writes on the Leadership of Change®.

For further information please visit our websites:

Peter F Gallagher, change management body of knowledge (CMBoK), Leadership of change, change management books, change management volumes, change management, change management models, change management gurus, change management experts, change management global thought leaders, change management influencers, change management books, change management Leadership, change management keynote speakers,

Peter F Gallagher is a Change Management Global Thought Leader, Guru, Expert, International Speaker, Author and Leadership Alignment Coach.

Ranked #1 Change Management Global Thought Leader: Top 50 Global Thought Leaders and Influencers on Change Management (2024-2023-2022-2021-2020) by Thinkers360.

Listed #1 by leadersHum Top 40 Change Management Gurus You Should Follow in 2022 (Mar 2022).

Listed #15 in the “Top 30” for Global Gurus Leadership (2024) by Global Gurus.

Ranked #1 Business Strategy Global Thought Leader: Top 50 Global Thought Leaders and Influencers on Business Strategy (2022) by Thinkers360.

Ranked #6 Leadership Global Thought Leader: Top 50 Global Thought Leaders and Influencers on Leadership (April 2024) by Thinkers360.

Business Book Ranking

Change Management Behaviour - Leadership of Change® Volume 6, listed among the 50 Books from Thinkers360 Thought Leaders to read in 2022.

Change Management Adoption - Leadership of Change® Volume 5, listed among year-to-date’s (Jul 2021) most popular books on business and technology from Thinkers360 member thought leaders.

Change Management Handbook - Leadership of Change® Volume 3, listed among the 50 Business and Technology Books from Thinkers360 Thought Leaders to read in 2021.

Change Management Pocket Guide - Leadership of Change® Volume 2, ranked within the top 50 Business and Technology Books (Jan 2020) from Thinkers360 Thought Leaders.



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