Vivian Malandrin - "Amazon’s Lessons from Adopting Customer Obsession as a Core Principle"

(3:55 Video) Amazon's CX Strategies: Andon Cord and Heartbeat Database “Product managers can go to the Heartbeat database, search for anecdotes about new launches or concerns, and understand what people are saying. This resource is very rich and is used extensively.” - VIVIAN MALANDRIN

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