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> very good at optimizing metrics... shoot themselves in the foot with some short-sighted action. Their optimization strategy informed them to shoot their cus
by jhowell 6y ago
> very good at optimizing metrics... shoot themselves in the foot with some short-sighted action.
Their optimization strategy informed them to shoot their customers in the foot.
- wlesieutre 6y agoAnd maybe all their metrics say that in the grand scheme of things, shooting some customers in the foot is the better strategy compared to not shooting them in the foot. Sometimes via deliberate price hikes, sometimes via shoddy support channels and discontinued products. The big questions are whether their metrics factor in customers who avoid google's products to begin with, knowing they might end up getting shot in the foot, or whether they have a moral obligation to not shoot their customers even if they can make more money that way.