7min chapter

People I (Mostly) Admire cover image

94. The Price of Doing Business with John List

People I (Mostly) Admire

CHAPTER

Balancing Profit and Customer Satisfaction

This chapter explores the challenges and strategies at Uber in addressing customer dissatisfaction through data-driven solutions, such as the introduction of 'Uber apologies.' It highlights the tension between business motives and scientific research, while also examining the broader implications for competition and innovation in large corporations like Walmart and Amazon.

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