They sure did complain about slow transit. Of course, the key isn't listening to customer's solutions but to their problems, and then inventing on their behalf.

They sure did complain about slow transit. Of course, the key isn't listening to customer's solutions but to their problems, and then inventing on their behalf. This is what Amazon calls "customer obsession". Jeff Bezos on learned helplessness, innovation, making decisions with data and despite data (2005): https://www.youtube-nocookie.com/embed/WhnDvvNS8zQ https://www.youtube-nocookie.com/embed/WhnDvvNS8zQ