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On a weekly basis, it's important to assess customer situations. At Amazon during 1999-2000, we held two key meetings: a strategic session and an operational session. The strategic meetings, held on Tuesdays, focused on new product launches, competitive analyses, and discussions about upcoming holidays and past performances. In contrast, the operational sessions were dedicated to understanding customer interactions. We examined reasons for customer support contacts, response effectiveness, and our call and email processing metrics. The primary focus was on identifying why customers reached out for support, enabling us to improve service and operational efficiency.
