exercicio de corporate finance

1. HOMEWORK – CACAU
Class 11-apr
 grew - cresceu
 behemoth - gigante
 released - liberado
 aimed - destinada
 borrow - pegar emprestado
 willing - disposto
 proper - apropriado
 manners - maneiras
 backward - para trás
 press releases - comunicados de imprensa
 friction - atrito
 complaints – reclamações
1) Do you agree that the best customer service is no customer service? Explain your answer.
Yes I agree. Because if you don't need to contact the customer service department, it´s means that
you don't have any issues to report and you are probably satisfied.
2) Whats does "working backward from the customer" mean?
It means that before Amazon start to invest in new products or improve the products that already
exist, they investing in research to know before the product launch what would make the
consumer happy with the purchase.
3) What kind of innovations should companies look for? Why?
Companies should always look for innovations that will help improve and simplify the use of your
product and how customers interact with it. This will reduce friction, which includes not just
customer complaints, but also other questions and contacts.