When a company starts writing their mission statement and talking about their values the their initial thought is "We need to describe ourselves, and show them that we care", but with words. That might sound reasonable, or it might sound insane, but the reason we would ever invest time in getting these things right, is because we want our clients, prospects, friends, and family to know we care.
But does saying these choice words really prove that we care? Let's Take a look!
It's our goal to be Earth's most customer-centric company, where customers can find and discover anything at Amazon.com
Some don't know that Amazon started by selling books - not digital or audio books - but physical books. When they finally started to break even, they exploded on the scene with Kindle, Audible, and a variety of products that people would be comfortable buying online. Today they're a juggernaut; allowing people to buy and sell nearly anything in a global marketplace.
On top of that, they built a rating system that almost everyone uses to make a decision while buying online (even when you're not going to buy on Amazon). The Amazon Review system is built by customers and contains an insane amount of data. It's not without it's quirks and problems, but it's safe to say that products have lived and died at the hands of Amazon Reviews.
You simply wouldn't even think to build something of this size without first caring about your customer
Facebook's mission is to give people the power to share and make the world more open and connected. People use Facebook to stay connected with friends and family, to discover what's going on in the world, and to share and express what matters to them.
It only started as a fun little place to share your photos and talk to friends, and while Facebook has had it's fair share of up's and down's, the thought of it going away is almost unimaginable. Over the past 10 years, it has slowly become a part of our home; that place we all know and have friends to hang out with.
Facebook continues to make big changes; Spending an ungodly amount time and energy to make sure our experience is excellent, and that the information we see on a daily basis is relevant to us. It allows us to connect with anyone, share our lives, and it evolves whenever our needs (or wants) start to rise.
Again, you couldn't build such an social engine without the insights you'll only find from caring about your audience.
Both of these companies have invested insane amounts of time and money into caring for their users and customers. They constantly adapt, evolve, and grow to provide better services for the people that matter most.
When we care, we instantly empathize with each other. We can see what our clients see. It allows us to be human - so that when we acknowledge that we fucked up, we're already forgiven.
Without that level of care in our business, our products and services are as single-use and disposable as a paper towel. Without the spirit of caring in our relationships, we're no better than a roll of toilet paper.