Eftersom jag är en stor fan av Amazon, och även ganska ofta skriver om kundservice, och hur man kan använda kundservice för att bättre driva företaget kan jag inte låta bli att vidareförmedla detta:

Amazons tekniker sitter ibland i kundservice för att få veta hur deras arbete påverkar kunderna.

We have a lot of feedback coming out of customer service. Many Amazonians have to spend some time with customer service every two years, actually listening to customer service calls, answering customer service e-mails, really understanding the impact of the kinds of things they do as technologists. This is extremely useful, because they begin to understand that our user base is not necessarily the techno-literate engineer. Rather, you may get a call from a grandma in front of a computer in a library who says she wants to buy something for her grandson who is at college and who has a Wishlist on Amazon.

Customer service statistics are also an early indicator if we are doing something wrong, or what the real pain points are for our customers.

Via Fredrik Wackå, via Användbart.se.