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On a weekly basis, assessing the overall customer situation is crucial. Reflecting on the practices at Amazon during 1999-2000, where I managed customer service, we held two weekly meetings. The first was a strategic session on Tuesdays, focusing on new product launches, competitive challenges, and seasonal performance. The second was an operational meeting, concentrating on customer inquiries and support effectiveness. We analyzed the reasons customers contacted us, our response performance, and the efficiency of calls and emails processed. The primary goal was to understand and address the reasons behind customer contacts to improve service and satisfaction.
