Driven By Customer Obsession

Amazon mini TV is redefining entertainment by offering free, high-quality content to a wide audience and is already among the fastest-growing OTT platforms in India. The platform has created a space for advertisers and brands to effectively communicate their messages to a highly engaged user base. Its mission is to make premium entertainment accessible to all, while scaling its operations across the digital ecosystem.

Aruna Daryanani, Director and Business Head of Amazon miniTV talks of three key ingredients that are important for achieving operational excellence and sustained success. The first, she says, is customer obsession. Always placing the customer at the forefront helps build trust and loyalty among them, believes Daryanani. It is worth mentioning that every feature, or decision made about the product on this platform is geared to improving the general user experience and making views enjoyable for the audience.

The second critical element, Daryani says, is ownership. Taking complete responsibility for every aspect of the business, from customer satisfaction to team management and revenue generation, is a core principle, she says. A high bar is set for ownership, where each team member takes charge of the work they contribute, ensuring accountability and quality in everything that is delivered. Ownership fosters a sense of pride and responsibility that drives the team to deliver consistently excellent results.

The third key principle, she talks of, is trust. Building trust within the team, with stakeholders, and with partners is crucial for long-term success. Trust helps carry the entire team along the journey towards growth and sustainability. A transparent and collaborative environment ensures that everyone feels valued and motivated to work toward shared goals. It also encourages innovation, as team members are more likely to take calculated risks when they know they are supported.

Beyond these values, experimentation and risk-taking are celebrated within the organisation. Embracing failure as a stepping stone to success is part of the culture. Encouraging teams to try out new ideas and experiment with fresh approaches fosters an innovative mindset. It is through these trials that the most successful initiatives often emerge, leading to significant breakthroughs in business. The thinking is that one successful experiment could lead to massive success, so continuous learning and experimentation are encouraged at every level.

With a strong foundation built on customer obsession, ownership and trust, along with  a culture that embraces experimentation, Amazon miniTV has managed to stay ahead in a competitive landscape. These guiding principles not only support operational excellence but also allow the platform to continue growing and innovating while providing top-tier entertainment to audiences across India.

Satyam Mishra

BW Reporters The author is a trainee correspondent with BW Businessworld