Tim Mueller-Hickler on Customer Obsession in Action

Meet Tim Mueller-Hickler, the Founder of Thinc-Performance and a former VP at Snap Inc. and Amazon, specializing in customer obsession, platform integrity, and employee services. 

In this conversation, Tim talks about his career journey and deep expertise in customer obsession. Tim shares insights from his time at American President Lines, Sun Microsystems, Amazon, and Snapchat, highlighting how customer-centric mechanisms drive business success. He explains Amazon's approach, including systems like the Andon Cord and Customer Connection, and how customer obsession extends beyond customer service to every department. Tim discusses practical ways companies can implement these principles, emphasizing leadership accountability, risk-taking, and innovation. He concludes with key takeaways on embedding customer obsession into company culture and driving meaningful improvements in customer experience.

[02:12] Tim's Career Journey 

[06:34] Understanding Customer Obsession at Amazon 

[11:53] Customer Obsession Beyond Amazon 

[16:02] Implementing Customer Obsession in Practice 

[30:10] Adapting Customer Obsession Practices to Other Companies 

Connect with Tim Mueller-Hickler

LinkedIn: in/tim-mueller-hickler-2a6317/

Website: thinc-performance.com