What’s Inside [0:58] Introduction to Vivian Malandrin [27:39] Full Podcast Episode [0:44] Customer Obsession: Exploring Amazon's Empty Chair Concept [1:14] Amazon’s Relentless Focus on Customer Obsession [3:08] The Power of Anecdotes in Enhancing Customer Experience [3:55] Amazon's CX Strategies: Andon Cord and Heartbeat Database [1:52] Amazon’s Anecdotes Shaping Customer Experience Strategies [3:54] Customer Experience vs. Product Quality: Why Customer Focus Wins [1:28] Embracing the Working Backwards Technique [1:38] Customer Anecdotes: Enhancing Amazon’s Experience Through Feedback [1:54] Transforming Companies Through Customer Obsession Insights [0:51] Short - Amazon's CX Strategies: Andon Cord and Heartbeat Database [0:50] Short - Customer Experience vs. Product Quality: Why Customer Focus Wins