Until the person enters something wrong on the screen, and you get emails claiming you will be billed if you don't return the item, and you end up spending a few hours with Kafkaesque customer service, repeatedly, over the course of weeks, interrupting multiple days with time-sucking aggravation.
Unless Mr. Bezos has been putting on a disguise, and secret-shoppering his own company, I have a suspicion he has no idea how much his Leadership Principles have been eroded in the last few years. I don't think metrics will tell you that, when your staff has been conditioned to desperately make their metrics look good. The short-term quantitative metrics will be hit, at least on paper, and everything else will be neglected or outright cannibalized.
Unless Mr. Bezos has been putting on a disguise, and secret-shoppering his own company, I have a suspicion he has no idea how much his Leadership Principles have been eroded in the last few years. I don't think metrics will tell you that, when your staff has been conditioned to desperately make their metrics look good. The short-term quantitative metrics will be hit, at least on paper, and everything else will be neglected or outright cannibalized.