#71 Jeff Bezos' Shareholder Letters
Founders
Resolving deep misalignment and embracing customer discontent
Deep misalignment requires escalation for resolution, as exhaustion becomes the default dispute resolution mechanism. Sincere misalignment at Amazon led to the decision to invite third party sellers to compete directly, causing numerous escalations to the senior team. Slow decision-making progress wears down and de-energizes, advocating for quick escalation. Embracing customer discontent is crucial, as their expectations are continually evolving, driving the pursuit of a better way.
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