Focus on controllable inputs: Invest in identifying things your customers deeply care about, that you can control, and that don’t change over time. For example, at Amazon we believe globally customers are similar on the most important experience drivers — vast selection, low prices, and fast delivery. Focusing disproportionate energy on customer inputs today yields dividends for many years to come.
"Identify experiences that customers want for good"
Amit Agarwal, SVP and country head, Amazon India, on five ways to exceed customer expectations
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