Odd that I had never heard of Good Experience, a newsletter by Mark Hurst. Just discovered it today via Tomalak’s Realm. Here’s an excerpt from an interview with Maryam Mohit of Amazon:
"For example, quite awhile ago we developed the 'similarities' feature - the one that says 'people who bought this also bought that.' In focus groups, no customer ever specifically requested that feature. But if you listened to customers talk about how they buy things, they'd say, my friend bought this, and I like what they like. In other words, they get recommendations from people they trust. There was a cognitive leap, based on those comments, to realizing that we could create something like that based on the data we had."