Bezos said it was important for him to stay directly connected with customers because it was easy to fall into the trap of relying too heavily on data and metrics. â€œIâ€™m actually a big fan of anecdotes in business,â€ he said.
â€œWe have tons of metrics, we have weekly business reviews, metric decks, we know so many things about the customers â€” whether weâ€™re delivering on time, whether the packages have too much air in them â€” we have so many metrics that we monitor. And the thing I have noticed is that when the anecdotes and the data disagree, the anecdotes are usually right.
â€œThereâ€™s something wrong with the way youâ€™re measuring it. When youâ€™re shipping billions of packages a year, for sure you need good data and metrics, but then you need to check that data with your intuition and your instincts.â€
Not to downplay the many criticisms of Jeff Bezos, particularly working conditions, but there is no doubting the impact of the company’s customer obsession.