Activity for Corporate Finance para discussão
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The document discusses customer service and innovation from Amazon's perspective. It explains that the best customer service is no customer service, as that means customers did not have any issues to report and were satisfied. It also discusses that Amazon works backward from the customer by researching what would make consumers happy before launching new products. Finally, it recommends companies look for innovations that simplify product use and customer interaction to reduce friction and complaints.
Activity for Corporate Finance para discussão
- 1. HOMEWORK – CACAU Class 11-apr grew - cresceu behemoth - gigante released - liberado aimed - destinada borrow - pegar emprestado willing - disposto proper - apropriado manners - maneiras backward - para trás press releases - comunicados de imprensa friction - atrito complaints – reclamações 1) Do you agree that the best customer service is no customer service? Explain your answer. Yes I agree. Because if you don't need to contact the customer service department, it´s means that you don't have any issues to report and you are probably satisfied. 2) Whats does "working backward from the customer" mean? It means that before Amazon start to invest in new products or improve the products that already exist, they investing in research to know before the product launch what would make the consumer happy with the purchase. 3) What kind of innovations should companies look for? Why? Companies should always look for innovations that will help improve and simplify the use of your product and how customers interact with it. This will reduce friction, which includes not just customer complaints, but also other questions and contacts.