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On a weekly basis, it's crucial to assess the customer situation. Reflecting on my experience at Amazon in 1999-2000 when I managed customer service, we held two weekly meetings. The first was a strategic session on Tuesdays, where we discussed new product launches, competitive dynamics, and upcoming holiday season strategies. The second was an operational session focused on customer issues, analyzing why customers reached out for support, our response performance, and the input-output ratio of calls and emails. A key area of focus was identifying the reasons behind customer contacts to improve service quality.
