Customer experience over binary tradeoffs

Summary:

Jane Slade joined Amazon.com's nascent customer service team when it was a couple of people, some computers, and one phone line. Over the coming years, she helped to build the customer service operations at Amazon into the enormous team it is today. Jane recalls for was what it was like in the early days and why keeping customer experience central to everything Amazon does is probably the key driver for the company's success.

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