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Customer Obsession Means Listening Harder—Not Measuring Harder

Large businesses use metrics to handle millions of customers. Yet a single customer story can reveal more than a mountain of metrics—if you’re willing to invest some time to learn more.
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The Amazon Leadership Principles - A Complete Interview Guide
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Don't Let Others Run Your Life — Cut Your Schedule Like a Slasher Movie
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Wishing for a Better Outcome Isn't a Mechanism. The COE Approach to Continual Improvement and Avoiding Blame.
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A Simple Guide to Financial Independence
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“Are Right, a Lot”: The Most Misunderstood Amazon Leadership Principle
This leadership principle is less about knowing the right answer and more about getting to the right answer eventually.
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4 Steps to Delegate (Give Away) Your Work—And Become a Better Leader
Delegation isn’t just about doing less. It’s about getting the work done—and helping others grow in the process.
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8 Lessons for Work, Life, and Everything in Between
Not everything here will apply to you—but at least one thing might stick. I particularly like number 7.
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AI and the Imminent Death of Capitalism
Successful AGI and capitalism can't coexist. What will happen when AI companies are successful?
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More Engineers = Less Output? The Costs of Growth.
Growing quickly is lauded as a great thing in the news. But is it always a great thing?
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Wishing for a Better Outcome Isn't a Mechanism. The COE Approach to Continual Improvement and Avoiding Blame.
Focus on what you can control, and move past your narrow focus on outcomes. When mistakes happen, the right question is: Why did your system allow it…
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How AI Helps (and Doesn’t Help) with My 70k Reader Newsletter
We're in a weird halfway world where AI is both somewhat competent, and unreliable.
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The Hidden Cost of Process: A Guide for Tech Leaders
Building processes is a mechanism for resolving issues fully. But they're also bottlenecks which slow your organization down. How do you navigate this…
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KPIs Gone Wild: Cautionary Tales of Lost Customer Obsession
How using KPIs and metrics as proxies, goals, or games leads us away from real customer value.
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Scarlet Ink
Scarlet Ink
Tech industry career and leadership advice from an ex-Amazon GM and Tech Director.
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