Invent Like An Owner

Hear from the Folks who built Amazon.com

Customer Service

Building the Amazon Website in the Late 90s | Alex Edelman

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Today, in the Invent Like An Owner Podcast, Dave speaks with Alex Edelman. They talk about how an English Major from the University of Pennsylvania joined Amazon as the company’s first dedicated “HTML Wizard”, why the V3 project (in 1997) was mainly about obsession over Customer Experience, the thrilling yet exhausting experience during Launch Nights, and how a boating accident led to shared Ownership through pager rotation. Alex Edelman is an internet veteran. He was Amazon.com's first web …

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Building Amazon’s Customer Service Organization | Colleen Byrum & Jane Slade

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Today, in the Invent Like An Owner Podcast, Dave speaks with Colleen Byrum and Jane Slade, who both joined in 1996 (when Jane joined Amazon, they only had 3 Customer Service people!). The discussion surrounds how the Customer Service team wasn't just the people in the Customer Service department, but everyone who joined the company. In the early days, almost all employees got trained in Customer Service support, even engineers and Senior Vice Presidents! Colleen Byrum was the former director …

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