The Dead Kindle And What Warren Ellis Learned About Amazon Customer Service
Found via Daring Fireball
This shows how Amazon is like Apple and different from Google: focused on the customer experience rather than the experience of business partners. You could argue Google is focused on customer service too, but users aren't Google's customer--advertisers are. The user (you and me) is Google's product--so the user's experience matters less to Google than to Amazon and Apple.