It's odd how few CEOs figure this out and bake it into the DNA of their company.
There is one notable exception, and they seem to be destroying their competition. Scaling doesn't appear to be a problem either. Amazon are doing pretty well. Bezos is known to indoctrinate his employees with a few strong principles, and customer obsession is #1.
Their straight-up customer support is outsourced, but works well enough from a scaling perspective. Given how large the company is, I also agree that they get an A- at worst.
But more importantly, their domination of logistics is a truly impressive feat. There is a constant flow of articles on HN, reddit, and everywhere else about how Amazon's prices are no longer the cheapest and how they are a monopoly and how you should shop around and JET.com and blah blah.
No one cares that it's not the cheapest. It's almost like people forgot that 10 years ago, buying things online and dealing with horrendous shipping was a nightmare, complete pain in the ass, and took forever. Amazon decided to grab USPS by the neck and make them work Sundays (how do you get a government institution to do that?!) and develop their own logistics network to deliver many items same-day, or even within an hour. It's truly an amazing feat that puts customers' minds at ease; there is no wonder why there is such loyalty to Amazon.
Solving that customer problem is like an act of God to the masses.
There is one notable exception, and they seem to be destroying their competition. Scaling doesn't appear to be a problem either. Amazon are doing pretty well. Bezos is known to indoctrinate his employees with a few strong principles, and customer obsession is #1.