Why Amazon is Soaring and Traditional Arts Organizations are Sinking

I read a fascinating NY Times article on Sunday about the work culture at Amazon. It directed me to a list of “Leadership Principles” the company distributes to new employees and publishes on its website.

Here’s Amazon’s first principle of leadership:

CUSTOMER OBSESSION – Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.

There’s nothing unusual about a successful business saying it makes customers a top priority, but what struck me was how different this is from the arts, where leaders never obsess about customers, and where leaders would never dream of starting with the customer and working backwards. In the arts, we start with ourselves and work back to ourselves. Customers are a priority only to the extent that they’re willing to be caught up in this loop.

I wouldn’t recommend adopting Amazon’s management approach, necessarily; the article makes it sound pretty scary. But I can’t help wondering what would happen if leaders of failing arts organizations started obsessing about customers for a change – especially the new ones they’re going to need to keep their organizations alive.

Advertisements

3 thoughts on “Why Amazon is Soaring and Traditional Arts Organizations are Sinking

  1. Yes to the customers! (Or donors.) But oh my goodness, that article was terrifying! No to working conditions like Amazon’s – too many organizations are already leaning toward that 24/7 work ethic.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s