This is the problem with being excessively metrics-driven. They have a fraud problem, and there's some low-dollar customer that their algorithm determines is s

This is the problem with being excessively metrics-driven. They have a fraud problem, and there's some low-dollar customer that their algorithm determines is say a 20% chance of fraud. They know that 80% of the non-fradulent people will just upload their ID or whatever immediately, and they shut down all the fraud right away. Their fraud metrics look great, and the 20% of customers that had a problem have low CLV so who cares? It's not worth the CSR to sort it out, and anyhow, the CSR could just get socially engineered. The problem is that the 20% are going to talk to other people about their nightmare experiences. It may not be expensive to Google to lose the business, but it's very expensive for the customer. Google's offering is now non-competitive if you aren't doing things at enterprise scale. Of course many of Google's best clients will start out as small ones. The metrics won't capture the long-term repetitional damage that's being done by these policies.