Ghazal Alagh, the co-founder of Mamaearth, a leading beauty and personal care brand, has integrated a unique decision-making strategy inspired by Jeff Bezos, founder of Amazon, to improve strategic meetings at Honasa Consumer Ltd. This customer-centric approach has been implemented to ensure that consumer interests remain at the forefront of all company decisions.
In a recent LinkedIn post, Alagh revealed the technique she adopted from Bezos, which involves visualizing consumers as part of every strategic meeting. She explained, “Imagine your consumers sitting in every strategic meeting you hold. At Honasa Consumer Ltd., we keep one chair empty at each of our strategic meetings and assume that our consumers are sitting there. This amazing technique, which I learned from Jeff Bezos, is improving decision-making standards at Honasa.”
Alagh emphasized that the goal is to become one of the market’s most consumer-conscious companies. By envisioning an empty chair representing the consumer, the team at Honasa re-evaluates ideas from the consumer’s perspective and makes decisions that prioritize their best interests. This method is intended to foster a deep connection with consumers and ensure their needs are always considered in strategic planning.
The post quickly gained traction on LinkedIn, receiving over 2,200 reactions and numerous comments. Many users appreciated this consumer-focused approach, with some drawing direct comparisons to Amazon’s well-known customer-centric strategies. One user noted, “Just like how Amazon does it!! It’s quite an interesting method.”
The technique has sparked a broader conversation about the inclusion of other stakeholders in decision-making processes. One LinkedIn user raised an important point, asking, “Great initiative! Kudos! Just curious: while making decisions on employee policies, do you also keep employees in the room? I wish more entrepreneurs were as employee-conscious as they try to be customer-conscious. Because, at the end of the day, how your consumers feel is largely dependent on how your employees feel. Isn’t it?”
Other users echoed the sentiment, emphasizing the importance of balancing consumer and employee interests. By adopting this method, Mamaearth aims to not only enhance customer satisfaction but also build long-term loyalty through meaningful connections.
Alagh’s strategic innovation at Honasa Consumer Ltd. underscores the significance of maintaining a customer-first approach in business operations, a principle that has proven successful for Amazon and is now being embraced by Mamaearth.