Rebecca Griffiths
CEO & Founder,
Primis
From Amazon to AI: Building Customer Obsession
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In this episode of Fuel Up, we sit down with Rebecca Griffiths, founder and CEO of Primis, to talk about her journey from Amazon to launching her own customer experience platform.
Rebecca shares what she learned from Amazon’s culture—particularly its obsession with the customer and running lean—and how she’s applying those principles to her own startup. We explore how data and AI are shaping the future of retail, why post-purchase experience matters most, and the hard lessons of leadership, delegation, and scaling a business.
She also opens up about being a woman in tech, the value of mentorship, and why asking for help is a strength, not a weakness.
If you're building something or leading a team, this one's full of real, practical insight.
- "Customer experience is the most emotional part."
- "Be obsessed with your customers."
- "Leadership is such a tough one."
- "I've had to learn to go, I can't do this anymore."
- "If you need help, ask for it."
Takeaways from this episode
- Customer experience is crucial in the post-purchase phase.
- Rebecca's journey from Amazon to entrepreneurship shaped her business philosophy.
- Amazon's culture emphasises customer obsession and frugality.
- Data-driven decision making is essential for retailers.
- AI can significantly enhance customer experience.
- Balancing lean operations with growth is a constant challenge.
- Learning from failures is key to innovation.
- Customer feedback is vital for future product development.
- Building trust with customers is essential for retention.
- Effective communication can reduce customer service costs. Leadership is challenging and requires clear communication.
- Delegation is essential for scaling a business.
- Mentorship can provide valuable guidance and support.
- Women in tech face unique challenges but are making strides.
- Asking for help can lead to unexpected opportunities.
- Believing in oneself is crucial for entrepreneurial success.
- Navigating the startup journey involves sacrifices and hard work.
- Collaboration among women can foster a supportive environment.
- Success in business often comes from perseverance and resilience.
- The entrepreneurial journey is a continuous learning experience.
