How to Know Your Customers by Amazon Sr Product Manager

A Product Management event in Seattle about How to Know Your Customers by Amazon Sr Product Manager.
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ABOUT US:
Product School is the world’s first tech business school. We offer certified Product Management, Coding, Data, Digital Marketing and Blockchain courses; our instructors are real-world product managers working at top tech companies, such as Google, Facebook, Snapchat, Airbnb, LinkedIn, PayPal and Netflix.
Our classes are part-time, designed to fit into your work schedule. Our campuses are online and in 15 cities worldwide, including Silicon Valley, New York, Los Angeles and London. See our upcoming courses here: prod.school/2DYuGx6
In addition to classes, each of our campuses hosts weekly events with top industry professionals about Product Management, Data, Coding, Digital Marketing and Blockchain. Click here to see what we have coming up: prod.school/2DZk7d9
Product leaders from local top tech companies visit Product School campuses each week. Through lectures, panel discussions, and a variety of other forums, the world’s top product managers visit Product School to provide invaluable real-world insights into critical management issues.
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[@gilsukim]

My takeaway:
1. Don’t forget about customer segments: riders + drivers
2. Assumptions are PM’s kryptonite. Fight it with empathy.
3. Empathy is not a skill but a muscle to practice every day.
4. Source of Customer feedback: direct feedback, feedback forms, customer reviews, surveys, sales conversation, social media posts, customer service, user research, complaints, thank you notes, press coverage, product forums, emails
5. Ask how was your experience, what went wrong, how did you react to this?
Upon receiving customer feedback, break it down to themes
(actionable) Theme A (to create an incrementally better product)
- Anecdote 1
- Anecdote 2
6. Tools to make feedback more targeted: 5 why’s to get the root cause
7. Empathy: be a neutral listener, let them explain it
.

[@robinbhattacharya2437]

This guy works for Facebook now and launched messenger rooms

[@sianoneill9568]

Great presentation- clear, accessible and interesting.

[@ProductSchoolSanFrancisco]

Glad it helped!

[@jpande1]

Great presentation! You really articulated it beautifully!

[@stevenguyen7479]

Great presentation.

[@user-sz2ny1ku9q]

Great presentation, thank you very much!

[@siddeshdhananjaya7180]

This is awesome 👌

[@amit19821]

Great knowledge sharing Will...

[@manjushamanjusha]

Great talk Will!:)

[@unssnu100]

Amazon Sr. Product Manager, this guy gets paaaid well

[@ministarbox9942]

Excellent presentation, but why is he so obsessed with getting hit by a bus and you replacing him?? 🤣🤣🤣👌

[@iluvcakes19]

No, assumptions untested will get you into big, big trouble.