Describe a time when you incorporated customer feedback into the implementation plan or in the way the business was run.
Customer obsession is at the top of Amazon's leadership principles. First, the interviewer will want to hear that you care about customers by recalling feedback that stood out to you in the past. Second, they will want to hear how you used that feedback in your implementation plan. When positioning your response, demonstrate empathy towards the customer, and speak about feedback in specific terms.
"During my time as a project manager at XYZ, I managed the development of the client's e-commerce website. Once the site was up, we continued to manage the back-end. The client had a very specific taste in aesthetics which did not translate well for the business. For example, they picked graphics that could confuse customers. I did a quick research about how their choices would negatively impact customer engagement and presented the facts to them. We reached a compromise for go-live, but the final product still bothered me.
So, in the first couple of months of the site being live, I plugged in a website heat-mapping tool that would monitor at which parts of the web pages customers dropped off. Long story short, I proved that customers were confused by the visuals. I proposed to run an A/B test with visuals that my creative director and I thought would be simpler, but still well-aligned with the client's brand. Our A/B test proved us right. In the end, we were able to persuade the client to change the graphics. In addition, we started implementing the same A/B process for other clients and it really helped the company establish authority in the web development space."
