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Customer Obsession

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This deck showcases how customer obsession can be used to design innovative products with examples from building products at Amazon.

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Customer Obsession

  1. 1. @kintan brahmbhatt 
 Director, Product & PMO
 customer obsession
  2. 2. Your job is to talk, but you get paid to listen.
  3. 3. 1. Usage metrics 
 2. Customer feedback 
 3. Macro trends and competitive benchmarking Listening posts
  4. 4. That was the 101 edition!
  5. 5. 1. Hunt for counter-intuitive patterns in metrics 2. Map your product to existing human behavior
 3. Seek out and reduce friction Listening posts: customer obsessed edition
  6. 6. 1. Hunt for counter-intuitive patterns

  7. 7. amazon’s approach to build products 1. start with the customer and work backwards 2. listening posts
  8. 8. “Alexa, Play the latest single by Adele”
  9. 9. “Alexa, play U2 from the 80s” “Playing 80s songs by U2”
  10. 10. 2. Map your product to existing human behavior
  11. 11. Your job is to talk, but you get paid to listen.
  12. 12. “Alexa, play the song that goes I’ll Be Your Lifeline Tonight” “Alexa, Play the song that goes I don’t need dollar bills to have fun tonight” “Cold Water by Major Lazer”“Cheap Thrills by Sia”
  13. 13. 3. Seek out and reduce friction
  14. 14. offline recommendations:
 
 auto-download a few hours of recommended music
  15. 15. “Good intentions do not work, 
 good mechanisms do.” 
 -Jeff Bezos
  16. 16. writing enforces clarity 
 of thought
  17. 17. “Start with the customers
 and work backwards.” 
 -Jeff Bezos

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