Did you know that an additional 0.1 second in the time it takes a web page to load can lead to a 1% decline in customer activity? Neither did I. But Amazon does. In fact, the company has about 500 metrics that it tracks every day, the majority of them relating to the customer experience. Many companies pride themselves on moving from quarterly to monthly customer feedback sessions. Amazon measures a feedback loop in seconds — or in tenths of a second.
Are You Fighting the Future or Adapting To It?
Did you know that an additional 0.1 second in the time it takes a web page to load can lead to a 1% decline in customer activity? Neither did I. But Amazon does. In fact, the company has about 500 metrics that it tracks every day, the majority of them relating to the customer experience. […]
May 23, 2012
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New!
HBR Learning
Strategy Planning and Execution Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Strategy Planning and Execution. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
How to develop a winning strategy—and put it to work.