| | | | | | | | I have attached the Amazon highlighted Annual Report. If you just read my highlights, you will see the financial impact of a firm that in 1995 always focused relentlessly on its customers and has never lost its focus. Something every organization in the world should copy. Be sure to read the 1997 letter to shareholders that is always included with each annual report.
Some highlights: - "First, despite many improvements over the years, customers always want lower costs and faster delivery speed."
- "An aim to deliver within 30 minutes by the end of this decade."
- "You need to invent and experiment like crazy."
- Revenues grew to $717 billion, a $79 billion increase.
- Operating income is $80 billion.
- "We seek to be the Earth's most customer-centric company."
- Today they have 1,576,000 employees vs 614 in 1997.
- "We strive to be Earth's best employer."
I have shared the Steps to Creating a Service Culture that Amazon is a "10" of each of them.
I would love millions of organizations across the world to copy the principles Amazon excels at. I am not sure why firms are so reluctant to love their customers, treat them like Kings and Queens, and become the service leader in their market.
AWS is $128,725 billion, an increase in sales of $21,169 billion. AWS is business-to-business. Every large company knows Amazon is the best of the best and the service leader. That want to be part of the action.
In May 2003, I invested $1000 in Amazon. As of April 22, 2026, it is now worth $161,830. All my research shows that a firm that can build a brand around the customer experience can increase its value by 100% to 1000%. In the case of Amazon, 200,000% | | | | | | | | | | Previous Newsletters If you want to review previous newsletters, they can be found here. | | | | | |
| | | | | John Tschohl Seminars & NEW Speaker Kit Almaty, Kazakhstan - June:
I will be in Almaty, Kazakhstan, June 11-13, 2026, doing seminars with Next Vision Forum.
NEW VISION 2026
Vietnam:
John did seminars in March in Ho Chi Minh City, Hanoi, Hai Phong City, and Vung Tau with my partner. Tien Thanh Nguyen and his firm, NIK. NEW John Tschohl Speaker Kit:
I have attached my new English speaker kit below in case you would like to use me in 2026 or 2027 to help you drive a service culture. You can email John Tschohl at John@servicequality.com or call him on his cell/WhatsApp 1-612-382-5636
Download English Speaker Kit →
Russia:
I did an online Zoom seminar in Russia on April 21 for the Association of Ethical Marketers. Here is what the participants said. John, thank you so much for your presentation! It was excellent and very valuable.
Here’s what our guests are saying:
- “John Tschohl is a dream!”
- “A star in our small broadcast.”
- “Alexey, thank you for the opportunity to connect with a legend.”
- “It was fascinating to learn from a world-class expert.”
It was truly spectacular!
Please allow me to present you with a Certificate of Appreciation from our association. We hope to have more opportunities to collaborate in the future. | | | | | | | | | |
| | | | | Train Your Entire Workforce with SQI Customer Service Programs Service Quality Institute has 14 different courses you can use on-site to drive a service culture. They are affordable, high-impact, they change behaviors and attitudes, teach the art of customer service, and build employee morale. The use of our programs can help you reduce employee turnover by 50%.
Shop - Service Quality Institute We have books on customer service, online learning, Idea Campaigns, two programs for managers and leaders, and a variety of customer service programs in English, Spanish, Russian, Chinese, Greek, Vietnamese, Indonesian, and Bulgarian.
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