Numbers can tell a story. Amazon (AMZN) founder Jeff Bezos believed they could also tell the wrong one. When customer complaints didn’t match what his team’s reports were saying, he decided there was only one way to settle the debate.
Speaking on the Lex Fridman Podcast in December 2023, Bezos recalled an early Amazon meeting where executives reviewed customer service metrics showing callers waited less than 60 seconds to reach a representative. The data looked reassuring. Customer complaints, however, painted a very different picture.
