If you enjoy the show, please drop by iTunes and leave a review while you are feeling the love! Roger Dooley:     How do you suggest that people accomplish that? John Rossman:   Yeah, well, they can find me on LinkedIn. John Rossman:   I’ve gotten to work with hundreds of companies and teams. Submit your email address to receive Barnes & Noble offers & updates. John Rossman:   Roger, thanks for having me. Eric Martinez, Founder and CEO of Modjoul and former EVP at AIG. Master the magic of small autonomous teams. Intensive practice + Roger Dooley:     So, I think all too often businesses do give up on ideas. And Amazon kept at it, and it’s one of the things I admire about Amazon. It depends on the situation and that’s why… If you haven’t read Think Like Amazon, the only problem with 50 ideas is that there’s 50 ideas. Use metrics to create a culture of accountability and innovation. One of the chapters is called Mission Impossible. In that chapter 26 you use the phrase ‘grease the skids.’ I’m curious whether that’s something that Jef said himself or whether that’s you’re paraphrasing. The all-in-one GMAT Prep Course that lets students take GMAT practice tests across all platforms−book, Do you think this is going to fly? If you want to learn how to compete in the digital era, John is someone you should listen to. We’re really looking forward to the discussion. John Rossman:   And that’s one of the common mistakes that especially large enterprises make is they expect immediate success. “Rossman shares the deep insights only an Amazon insider with a front-row seat to Jeff Bezos could uncover. And then every year they raise the bar on what that service level agreement, what the SLA is for hitting customer promise. Become a platform company—with the right platform strategy. So it’s a great solution. Intensive practice + ... 500 ways to pass the General Chemistry section of the new MCAT! Right? But yeah, I think, there’s so much in healthcare in particular where we have just grown numb to asking the customer, and the customer’s family, and the providers that can be done so much better. Right? THINK BIG, BUT MAKE SMALL MOVES Rossman now advises small startups on how to “think like Amazon” —the title of his new book, which draws on his years of having a front-row seat to the ways and wisdom of Amazon founder and CEO Jeff Bezos. But at the end of the day, security is just another business function and it needs to be distributed out to the business team. Fast and free shipping free returns cash on … I just paid attention and everything. That’s the customer promise. Rossman also offers invaluable insights into the latest technologies, e-commerce marketing, online culture, and IoT disruptions that only an Amazon insider would know. That's because of the impact that Amazon has had, the number of … John, where can people find you, your company and your ideas? John Rossman helped to launch and build the Amazon Marketplace business before leading the company’s Enterprise Services business during his tenure at … But that’s really a key distinction. Think Like Amazon is a must-read for board members, executives, and the entire organization." And that allows him to invest and innovate like most other companies aren’t allowed to innovate. And that really starts from the top, from Bezos, and just his willingness to stay with good ideas much longer than most other companies are able to. So John Rossman on LinkedIn. And it forced a very different integration and choreography with sellers and a much different set of obligation with sellers. And they measure every single one of those. Ray Wang, Founder and Chairman of Constellation Research, Inc., and author of Disrupting Digital Business John Rossman has once again made complex business topics approachable. Required fields are marked *, 3261one Right? I mean, these concepts are straight from Jef throughout the book and everything. -- R "Ray" Wang, Founder and Chairman of Constellation Research, Inc., and author of Disrupting Digital Business "John Rossman has once again made complex business topics approachable. Create customer obsession—and grant your customers superpowers. Roger Dooley:     Yeah. He now heads Rossman Partners, a niche business advisory firm that helps clients succeed and thrive in the digital era. Right? Today, there’s over 3 million sellers on the Amazon marketplace platform. And PillPack, the acquisition from Amazon is, as you pointed out, instead of delivering you five different bottles and asking that the patient, the customer to administer those properly, gives them a daily dose packet. The only twist I would put on that is I don’t think there is one thing that differentiates them. Roger Dooley:     Sounds good, John. Reading Think Like Amazon is like having Jeff Bezos advise me. And so, even the successful attempt, if you evaluated it after a year or two, you wouldn’t be looking at as striking ROI. The way they do it is they measure every single order. John Rossman is most known for launching and scaling the Amazon marketplace business, which now accounts for more than half of all Amazon units sold. It’s not acceptable at well-operating companies like Amazon. Right? It wasn't by accident that Amazon became the world's largest e-commerce giant, or disrupted more than a dozen industries with innovation and larger-than-life thinking. To learn more, go to RogerDooley.com/Friction, or just visit the book seller of your choice. The Magic of Small Autonomous Teams 95, idea 21 Never Say Never: Don't Let Past Positions Create a Trap 99, idea 22 Relentless.Com: Next-Generation Operational Excellence 103, idea 23 OPW: The Strategy of Other People's Work 109, idea 24 The Magic of Forcing Functions: Get These Right, and Your Teams Will Take Off 115, idea 25 What's Your Flywheel? John Rossman has excellent insider knowledge of Amazon's methods, and of equal importance broad general business acumen. And even if you look at the top brands, like Linksys’, which is a Cisco unit and whatnot, even their routers at the time were not highly rated simply because the products may have been fine, but they were hard to use. And they made things relatively easy for their users and there is security there. And so you really have to be ready for that. They ended up, over a period of years, they sold hundreds of thousands of units because of two things. But I think the notion of challenging the status quo and really always asking yourself like, “Why are we asking the customer to figure that out, to put in that information, to confirm this, to check this, to call us to do these things?” I quoted in the book the famous Pink Floyd song, Comfortably Numb. And you ask the question like, “Well, how do they do it?” That is strictly a tone from the top mindset expectation that if we are going to innovate, part of that innovation is always like, “How do we make it work from a legal standpoint, from a compliance standpoint, from an HR standpoint, from all of these support pieces?” And so those teams, those leaders have to be part of the problem solving team, not just showing up telling me what the rules and regulations and all the challenges that you’re going to have, and basically always be saying no to you. Roger Dooley:     Welcome to Brainfluence. In Think Like Amazon, Rossman sets forth a playbook, or system of beliefs and approaches, for how Amazon gets results and thinks about their business. But the way they get there is by measuring what we call promise. So they went to Amazon and it ended up being a huge win for them. That’s the true root cause. Use the Internet of Things to Reinvent Customer Experiences 183, idea 36 Information Security Must Die: Making Security Everyone's Job 189, idea 37 OP1: The Painstaking Process of Planning 195, idea 38 Strategic Headcount Planning: Scaling and Innovating Through People Allocation 201, idea 39 Architecture is the Business Strategy: Win Through Technology and Architecture 205, idea 40 The Questions You Ask: Ask Your CIO These Questions-for Everyone's Benefit 213, idea 41 The End Of Artificial Artificial Intelligence: Prepare for a Future of Machine Learning 217, idea 42 One-Way Or Two-Way Door? A former Amazon executive, John launched and scaled the Marketplace business, which now accounts for more than 50% of all units sold at Amazon.com. But how does Amazon measure how it’s doing with its customers, either from a customer satisfaction standpoint or particularly from a customer effort standpoint since that seems to be such a focus of theirs? John Rossman:   Yeah. Right? To find more episodes like this one, and to access all of Roger’s online writing and resources, the best starting point is RogerDooley.com. And underneath kind of that goal, we tackled some really hard problems. Why is this so hard? Right? It takes wisdom and judgment to apply the right idea in the right circumstance. In it, Rossman gives business leaders ideas to compete and succeed in the digital age, with an insider’s take. And so it’s kind of the flip side of decentralized teams have to get to yes, which is business teams can’t say, “Well, I’m going to outsource or deflect to an expert and have them be accountable.” Like, no, you have to be accountable as a business team. Javascript is not enabled in your browser. Okay, well, we will link there to the books and to any other resources we spoke about on the show notes page at rogerdooley.com/podcast. What we have to do as business leaders is take account to all the assets you do have and say, “How are we going to compete going forward? When I first started working on my new book Friction, the very first company I began studying was Amazon. They have to actually demonstrate leadership and expertise by helping you get to yes. For a better shopping experience, please upgrade now. Use the “working backwards” innovation and problem-solving approach to lead the way. Particularly if you’ve got perhaps folks who are older or who are suffering from the effects of some kind of an illness and maybe not as with it as they would be when they’re at their best. So, I don’t know… My guess is that that Amazon’s foray into pharmacy is going to be successful. Think Like Amazon™ about Innovation. But if that is your sole measure of understanding customers’ feedback and customer satisfaction and getting to operational excellence, you’re just going to be scaling above the median in everything. He entertains and educates audiences around the world with speeches and workshops that make business better using practical approaches based on science. detailed answer explanations—the best way to sharpen skills and prepare for the exam In anticipation of the fully revised 2015 MCAT, 500 Review Questions for ... A complete all-in-one prep-test guide to the ACT’s four achievement exams—English, reading, math, and science—this ... A complete all-in-one prep-test guide to the ACT’s four achievement exams—English, reading, math, and science—this But I don’t think there’s too much more to it other than tone from the top in making sure it’s clear to those support teams. But in doing that, they kind of miss the bigger picture of actually getting deals done. And at Amazon, the role of those support teams is to be a business partner and help you get to yes. Better results, less money! The only purpose of that effort was to ensure that as long as the patent was enforced, their competitors would have to add one tiny click to their checkout process. Dr. Robert Cialdini described the book as, “Blinding insight,” and Nobel winner Dr. Richard Claimer said, “Reading Friction will arm any manager with a mental can of WD40.”. This is the best strategy and tactics book i have read in a long time. From starting out as a simple online book retailer in 1995, Amazon has led a fascinating rise to success. In this episode, John explains how to measure and improve customer satisfaction, as well as the importance of challenging the status quo. I’m Roger Dooley. If you want to compete and win in the digital era, you have to Think Like Amazon. Roger Dooley:     Yeah. Roger Dooley:     Right. And the data isn’t real time enough and the data’s not granular enough to actually act against in a really decisive way. And because, especially in complex medications, especially with people who aren’t feeling their best, properly taking your medication is a massive issue in our healthcare. And that’s the job. I just saw an article, I can’t remember the name of the company, but they, unlike some of their competitors, had not been hacked. You don’t have that staring at that bottle saying, “I think I took it.”. But these routers from Securifi was the company, were so easy that they ended up having higher ratings than anything. Be Strategic and Honest in Your Obsession, and Then Obsess to Win 9, idea 3 Move Forward To Get Back to Day 1: Change the Culture of the Status Quo 13, idea 4 Obsessed Is Different: Create Customer Obsession in Your Business 19, idea 5 Don't Go Along to Get Along: The Risk Social Cohesion Poses to Achieving Hard Results 23, idea 6 Deliver Results: Own Your Dependencies to Overcome and Succeed 27, idea 7 Ownership for Everyone: Compensation Strategy to Drive Enterprise Optimization 31, idea 8 Avoid Country Clubs: Stay Hungry Even When You're Successful 35, idea 9 Make the Elephant Dance: Portfolio Strategy and Governance for Innovation 39, idea 10 You Are the Chief Product Officer: The New Management Science of Being a Builder 45, idea 11 Are You Willing to Be Misunderstood? Thank you for tuning into this episode of Brainfluence. John Rossman is the author of Think Like Amazon, an advisor to multiple companies including T-Mobile, and sits on various other Boards of Advisors.With an impressive background of launching and scaling the Amazon Marketplace business and running the Enterprise Services business for Amazon, we're quite excited to welcome John as our very first live podcast guest. John Rossman:   Well, yes. Roger Dooley:     Right. And I wrote that chapter Information Security Must Die with a friend of mine, Larry Hughes, who was the first Head of Information Security at Amazon, and his definite perspective is like information security needs to serve the business and businesses need to be more aware to take higher degree of accountability of how security is just another set of business requirements. From culture, strategy, business, and technology, this is a bible for transforming any organization for the digital era. 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