During the Christmas season (internally known as "peak season" at Amazon), it helps to review briefly why people visit Amazon.com. Based on
Your Customers Don’t Feel The Average
Most organizations collect and report on metrics that are not descriptive of their processes. Some of you may have noticed that most metrics that are
Bad Breath and Good Design
Can we learn the design thinking process from bad breath? Yes, we can. I love good design -- creative and design excellence is a strong personal
Focus on the Customer
Jeff Bezos, during a pre-peak meeting once said to a small group of us that there will be many, many winners on the internet. He said that some follow
His Chin was Criticized: Market Segmentation
Last week a few buddies and I watched The Ultimate Fighting Championships 61. It was pretty good. A few featured fights were Tito Ortiz vs Ken
Doing Ethnographic and Observational Research
Warning: This post is longer than normal. I include my thoughts on Product Design and then an article on Ethnography. It's good stuff, just a little
Don’t Waste the Customer’s Time
Very few service providers, regardless of service, look at the customer's experience -- from the customer's point of view. If they did, service
Customer Obsession: In Real Time
Jason Calacanis is clearly customer focused. He's using the interactivity of the web as a real-time focus group. This does several things: For AOL,
Amazon Customer Obsession: Stories from the Trenches
One key Amazon Core Value is Customer Obsession. What exactly does that mean? In today's business jargon, it seems almost trite to say the phrase, but