customer obsession
TRANSCRIPT
@kintan brahmbhatt Director, Product & PMO
customer obsession
Your job is to talk, but you get paid to listen.
1. Usage metrics
2. Customer feedback
3. Macro trends and competitive benchmarking
Listening posts
That was the 101 edition!
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
1. Hunt for counter-intuitive patterns
amazon’s approach to build products
1. start with the customer and work backwards
2. listening posts
“Alexa, Play the latest single by Adele”
“Alexa, play U2 from the 80s”
“Playing 80s songs by U2”
2. Map your product to existing human behavior
Your job is to talk, but you get paid to listen.
“Alexa, play the song that goesI’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”
3. Seek out and reduce friction
offline recommendations:auto-download a few hours of recommended music
“Good intentions do not work, good mechanisms do.” -Jeff Bezos
writing enforces clarity of thought
“Start with the customers and work backwards.” -Jeff Bezos