This is the difference between Google and Amazon.
People have lots of criticism of Amazon, some I even agree with, but working here[0] one of my favorite little cultural things is that customers can and do email Jeff when stupid things happen. And Jeff reads them. Every now and then he'll forward one of them to a senior VP with a simple "?" added to it.[1]
That question mark indicates two things: that you have 24 hours to explain how this terrible customer experience happened, and that not long afterwards you'd better have a plan for how it isn't possible for this kind of problem to happen again. A lot of incredible changes have been made based on those question marks.
Google does not have such a customer-obsessed culture. So bad things like this happen and then nothing seems to change. Next week, it will happen again. Because (in my view) Google is an ideas-first culture, not a customer-first culture. Those ideas have rocketed them to success but I wonder if it can sustain them indefinitely.
[0](All my views are obviously my own and don't reflect speaking on behalf of the company)
[1]https://www.inc.com/bill-murphy-jr/customer-service-jeff-bez...
People have lots of criticism of Amazon, some I even agree with, but working here[0] one of my favorite little cultural things is that customers can and do email Jeff when stupid things happen. And Jeff reads them. Every now and then he'll forward one of them to a senior VP with a simple "?" added to it.[1]
That question mark indicates two things: that you have 24 hours to explain how this terrible customer experience happened, and that not long afterwards you'd better have a plan for how it isn't possible for this kind of problem to happen again. A lot of incredible changes have been made based on those question marks.
Google does not have such a customer-obsessed culture. So bad things like this happen and then nothing seems to change. Next week, it will happen again. Because (in my view) Google is an ideas-first culture, not a customer-first culture. Those ideas have rocketed them to success but I wonder if it can sustain them indefinitely.
[0](All my views are obviously my own and don't reflect speaking on behalf of the company)
[1]https://www.inc.com/bill-murphy-jr/customer-service-jeff-bez...