"So those customer complaints gives him front-line insights. If all of his data say one thing and a few customers say something else, he believes the customers.
"The thing I have noticed is when the anecdotes and the data disagree, the anecdotes are usually right. There's something wrong with the way you are measuring it," he explained.
Amazon CEO Jeff Bezos explains his famous one-character emails, known to strike fear in manager's hearts
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"So those customer complaints gives him front-line insights. If all of his data say one thing and a few customers say something else, he believes the customers.
"The thing I have noticed is when the anecdotes and the data disagree, the anecdotes are usually right. There's something wrong with the way you are measuring it," he explained.