What sources of information would you lean on to identify customer experience improvement opportunities?

Remember to include sources of information that are external to Amazon within your response such as articles, blogs, discussion boards, and competitor news. Offering holistic answers to questions like these can serve to boost the interviewer's confidence in your knowledge and abilities.

"I would use a wide variety of sources to identify customer experience improvement opportunities. First, I would work with the subject matter experts and leaders at Amazon to gather their perspectives on top priority improvements. Industry experts provide detailed knowledge that is hard to replicate elsewhere.

Additionally, I would use a data-driven approach to identify opportunities. I would look for trends, anomalies, and shifts in metrics that indicate improvements are needed. I would gather data from all of the available sources such as CRM and ERP data lakes.

Where possible, I would also look directly to the customers of Amazon for additional information. This might include reviewing discussion boards, reading their reviews, observing support calls, etcetera.

I would also look externally to understand how the media perceives Amazon's ability to deliver excellent customer experiences. Their assessments have a powerful effect on customer perception, and I might find opportunities based on their experiences and opinions.

Finally, I would research competitors and other customer experience organizations to compare Amazon's approach and look for improvement opportunities. I feel that these strategies would offer me a well rounded sense of customer experience improvement opportunities for consideration and prioritization."