Frustration Free: How Amazon delivers employee experience Posts
How do you leverage data for the decisions taken in HR Services the 'Amazon way'?
Percentiles & Asymptotes – Shining a Light on Extremely Negative Customer Experience
Published: 2018-02-23
Published: 2018-02-23
Why do outliers matter? They force you to ask yourself hard questions about why a segment of your customers is having such a horrible experience with your service
“Averages Are Lazy” – Experimenting with Analysis & Visualization in Measuring Shared Services Customer Experience
Published: 2017-10-16
Published: 2017-10-16
How to measure customer experience the Amazon way – and that means, as you'd expect, applying strict data analysis
In early 2015 I was asked to begin building a new team in Amazon’s HR Shared Services department focused on measuring and developing the way employees experience our services. I admit that the initial charter was somewhat daunting – to benchmark A...
