Amazon CEO Jeff Bezos. Photo by Bloomberg
The Briefing
Amazon

Bezos Shows the Limits to Amazon’s Customer Obsession: The Information’s Tech Briefing

Photo: Amazon CEO Jeff Bezos. Photo by Bloomberg

Among the dozen or so leadership principles that Amazon employees are expected to learn and operate by, “customer obsession” is the first, and, in many ways, the most sacred. In more than two decades following the company, I can’t think of a time when I heard an executive bash an Amazon customer, and certainly not in any kind of public way.

Yet there was Jeff Bezos on his Instagram account on Sunday posting a screenshot of a racist email he received from an Amazon customer who was upset over the Amazon CEO’s statements in support of the Black Lives Matter movement. “And, Dave, you’re the kind of customer I’m happy to lose,” wrote Bezos, who concealed the author’s last name.

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