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It’s important to regularly assess the customer situation. At Amazon in 1999-2000, two weekly meetings were held: a strategic session and an operational session. The strategic meeting, typically on Tuesdays, focused on new product launches, competition, and stocking concerns, especially regarding the holiday season. The operational session centered on customer interactions, examining reasons for customer contact, evaluation of response effectiveness, and the ratio of calls and emails received to those processed. The key focus was identifying the underlying reasons customers reached out for support.
