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Google is quite the opposite, they only do things that scale. Making customers happy isn't something that scales, so they avoid it actively.
by mark-r 7y ago
Google is quite the opposite, they only do things that scale. Making customers happy isn't something that scales, so they avoid it actively.
- toast0 7y agoA business without happy customers doesn't scale either; I guess that's why they're planning to shut down their cloud business in 2023. Edit to add: if the customers have a choice. Telecoms do just fine because there's not really an option that will make you happy.
- thesuperbigfrog 7y ago>> Making customers happy isn't something that scales Amazon is able to scale 'making customers happy' fairly well. It is all about the company's priorities and the direction that the leaders steer the company. Perverse incentives reap perverse rewards.
- mark-r 7y agoSorry, I left out a key part of my argument. Google scales by automating everything they can, keeping people out of the way. Making customers happy isn't something you can automate, it requires the human touch.