3 ms·
Google with its heavy emphasis on tech teams led by rock-star computer science PhDs is not well-equipped culturally to compete on customer service with Amazon,
by vannevar 14y ago
Google with its heavy emphasis on tech teams led by rock-star computer science PhDs is not well-equipped culturally to compete on customer service with Amazon, a company built on retail with exponentially more experience dealing directly with paying customers.
- oh_sigh 14y agoI don't think it's that simple. It's quite easy to operate in retail and have horrible customer service. So it's not just the fact that amazon is in the retail space and google is in the technological space. It's to do with the fact that Amazon made a decision very early on(maybe on the first day) to do what is best for the customers.
- vannevar 14y agoIt's quite easy to operate in retail and have horrible customer service. A fair point. But there's a big difference between a company that has provided customer service from the very beginning (even if it was poor at times), and a company that for most of its history has made a concerted effort not to have customer service at all.