Leaving Google Fi
This is the difference between Google and Amazon.<p>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&#x27;ll forward one of them to a senior VP with a simple &quot;?&quot; added to it.[1]<p>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&#x27;d better have a plan for how it isn&#x27;t possible for this kind of problem to happen again. A lot of incredible changes have been made based on those question marks.<p>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.<p>[0](All my views are obviously my own and don&#x27;t reflect speaking on behalf of the company)<p>[1]<a href="https:&#x2F;&#x2F;www.inc.com&#x2F;bill-murphy-jr&#x2F;customer-service-jeff-bezos-question-mark-rule.html" rel="nofollow">https:&#x2F;&#x2F;www.inc.com&#x2F;bill-murphy-jr&#x2F;customer-service-jeff-bez...</a>