{"id":10821,"date":"2025-08-25T02:12:17","date_gmt":"2025-08-24T16:42:17","guid":{"rendered":"https:\/\/vietleadershipcoach.com\/?p=10821"},"modified":"2025-08-25T02:12:17","modified_gmt":"2025-08-24T16:42:17","slug":"amazon-customer-centricity-failure","status":"publish","type":"post","link":"https:\/\/leehopkins.com\/vi\/amazon-customer-centricity-failure\/","title":{"rendered":"Astounding customer service failure"},"content":{"rendered":"<h2 class=\"wp-block-heading\"><strong>Lessons from Amazon\u2019s 2FA mess<\/strong><\/h2>\n\n\n\n<p>I\u2019ve been an Amazon customer for decades. Books, gear, publishing through KDP\u2014the lot. Amazon and I have had a long relationship. But this week, when I tried to do something as simple and essential as enabling two-step verification, I discovered just how fragile that relationship really is.<\/p>\n\n\n\n<p>Here\u2019s what happened.<\/p>\n\n\n\n<p>I attempted to add my Vietnam mobile number so I could secure my Amazon and KDP accounts with two-step verification. Instead of confirmation, I was met with the following error:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cWe detected unusual activity and are unable to verify your mobile number at this time. Please try again later.\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<p>I tried later. And later again. Across devices, browsers, and even through different Amazon portals. Same block, same wall, same dead end.<\/p>\n\n\n\n<p>So I contacted Amazon.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>KDP Support<\/strong> told me my two-step verification was \u201cdisabled\u201d and I should now add a new phone number. Yet when I tried, I hit the exact same \u201cunusual activity\u201d message. Their solution was to send me back to <strong>Retail Customer Service<\/strong>.<\/li>\n\n\n\n<li><strong>Retail Support<\/strong> told me they couldn\u2019t even see my previous correspondence. Their solution? Call back again. Start over. Re-explain everything.<\/li>\n<\/ul>\n\n\n\n<p>In other words, no ownership, no fix\u2014just endless hand-offs.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What this reveals about leadership<\/strong><\/h2>\n\n\n\n<p>This isn\u2019t really a story about account security. It\u2019s a story about what happens when a company loses the very thing it claims defines it.<\/p>\n\n\n\n<p>Amazon loves to call itself \u201cEarth\u2019s most customer-centric company.\u201d But when a loyal, decades-long customer tries to improve their account security and is blocked by Amazon\u2019s own system, the experience exposes a gap between <em>slogan<\/em> and <em>reality<\/em>.<\/p>\n\n\n\n<p><strong>Leadership lesson #1: Systems mean nothing without accountability.<\/strong><\/p>\n\n\n\n<p>You can have the smartest workflows, the most automated checks, the slickest dashboards. But if no one is accountable when the system fails, customers are left stranded.<\/p>\n\n\n\n<p><strong>Leadership lesson #2: Loyalty is not infinite.<\/strong><\/p>\n\n\n\n<p>It takes years to build trust, but minutes to lose it. A customer who feels abandoned won\u2019t remember the hundreds of smooth transactions. They\u2019ll remember the one time you treated them as a problem to bounce around.<\/p>\n\n\n\n<p><strong>Leadership lesson #3: Escalation shouldn\u2019t be necessary.<\/strong><\/p>\n\n\n\n<p>When ordinary support channels collapse into loops, customers are forced to escalate. That\u2019s not customer service\u2014that\u2019s abdication of responsibility. And it\u2019s corrosive to your brand.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<h2 class=\"wp-block-heading\"><strong>Why this matters for leaders everywhere<\/strong><\/h2>\n\n\n\n<p>You don\u2019t have to be Amazon to fall into this trap. Organisations of every size are guilty of hiding behind process, of creating \u201cunusual activity\u201d walls for the very people who pay the bills.<\/p>\n\n\n\n<p>The real test of leadership is not how smooth things run when the system works. It\u2019s how you respond when the system fails. Do you make it the customer\u2019s problem\u2014or do you own the problem yourself?<\/p>\n\n\n\n<p>Amazon has deep pockets. It will recover from one disgruntled author in Vietnam. But if you are building a business, a consultancy, or a leadership culture, you can\u2019t afford to let your slogans drift too far from your actions.<\/p>\n\n\n\n<p>Because once trust is broken, it\u2019s not your reputation you lose first\u2014it\u2019s your customers.<\/p>\n<\/blockquote>\n\n\n    <section class=\"related-stories\">\n        <h3>Related stories<\/h3>\n        <ul class=\"related-stories__list\">\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnam-threatens-shipment-destruction\/\">DHL Vietnam threatens to destroy entire shipment over a few items<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-hq-cant-claim-ignorance-now\/\">DHL HQ can\u2019t claim ignorance now<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/open-letter-to-dhl-and-pack-send-the-false-30-day-claim-must-end\/\">Open letter to DHL and Pack &amp; Send: the false \u201c30-day\u201d claim must end<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnam-warned-resolve-this-or-face-escalation\/\">DHL Vietnam warned: resolve this or face escalation<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnams-false-30-day-excuse-when-incompetence-blocks-shipments\/\">DHL Vietnam\u2019s false 30-day excuse: When incompetence blocks shipments<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnams-long-saga-of-delay-and-denial\/\">DHL Vietnam\u2019s long saga of delay and denial<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnam-30-day-false-excuse\/\">DHL Vietnam\u2019s latest excuse: the \u201c30-day\u201d fiction<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnam-holiday-auto-reply\/\">DHL Vietnam sends holiday closure auto-reply amid shipment fiasco<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnams-reply-and-my-open-response\/\">DHL Vietnam\u2019s reply\u2014and my open response<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/when-dhl-wont-write-they-call-the-calls-they-dont-want-you-to-see\/\">When DHL won\u2019t write, they call: the calls they don\u2019t want you to see<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/dhl-vietnam-misclassifies-personal-effects\/\">DHL Vietnam misclassifies personal effects as \u201cprohibited used goods\u201d<\/a>\n                <\/li>\n                            <li class=\"related-stories__item\">\n                    <a href=\"https:\/\/leehopkins.com\/vi\/pack-send-dhl-shipping-failure\/\">Pack &amp; Send and DHL: A case study in incompetence, indifference, and disrespect<\/a>\n                <\/li>\n                    <\/ul>\n    <\/section>","protected":false},"excerpt":{"rendered":"<p>Amazon blocked me from enabling 2FA and bounced me between teams with no fix. Their \u201ccustomer-centric\u201d slogan collapsed under pressure. This is a leadership lesson for every organisation: loyalty erodes when systems fail and no one takes ownership<\/p>","protected":false},"author":1,"featured_media":10826,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[169,170,158,176],"tags":[192,39,202],"ppma_author":[306],"class_list":["post-10821","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-decision-making","category-decision-making-2","category-leadership","category-organisations-and-management","tag-amazon","tag-customer-service","tag-customer-centric"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Astounding customer service failure - Surprisingly Lee Hopkins<\/title>\n<meta name=\"description\" content=\"Amazon\u2019s two-step verification failure shows how empty \u201ccustomer-centric\u201d can be without accountability. A leadership lesson for every organisation\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/leehopkins.com\/vi\/amazon-customer-centricity-failure\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Astounding customer service failure - Surprisingly Lee Hopkins\" \/>\n<meta property=\"og:description\" content=\"Amazon\u2019s two-step verification failure shows how empty \u201ccustomer-centric\u201d can be without accountability. A leadership lesson for every organisation\" \/>\n<meta property=\"og:url\" content=\"https:\/\/leehopkins.com\/vi\/amazon-customer-centricity-failure\/\" \/>\n<meta property=\"og:site_name\" content=\"Surprisingly Lee Hopkins\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/BetterCommunicationResults\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/BetterCommunicationResults\" \/>\n<meta property=\"article:published_time\" content=\"2025-08-24T16:42:17+00:00\" \/>\n<meta name=\"author\" content=\"Lee\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@x.com\/leehopkins\" \/>\n<meta name=\"twitter:site\" content=\"@leehopkins\" \/>\n<meta name=\"twitter:label1\" content=\"\u0110\u01b0\u1ee3c vi\u1ebft b\u1edfi\" \/>\n\t<meta name=\"twitter:data1\" content=\"Lee\" \/>\n\t<meta name=\"twitter:label2\" content=\"\u01af\u1edbc t\u00ednh th\u1eddi gian \u0111\u1ecdc\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 ph\u00fat\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/\"},\"author\":{\"name\":\"Lee\",\"@id\":\"https:\\\/\\\/leehopkins.com\\\/#\\\/schema\\\/person\\\/06c0ee4f0c5b25b04cdb57d0f328cd96\"},\"headline\":\"Astounding customer service failure\",\"datePublished\":\"2025-08-24T16:42:17+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/\"},\"wordCount\":542,\"commentCount\":8,\"publisher\":{\"@id\":\"https:\\\/\\\/leehopkins.com\\\/#\\\/schema\\\/person\\\/06c0ee4f0c5b25b04cdb57d0f328cd96\"},\"image\":{\"@id\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/#primaryimage\"},\"thumbnailUrl\":\"\",\"keywords\":[\"Amazon\",\"customer service\",\"customer-centric\"],\"articleSection\":[\"Decision-making\",\"Decision-making\",\"Leadership\",\"Organisations\"],\"inLanguage\":\"vi\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/\",\"url\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/\",\"name\":\"Astounding customer service failure - Surprisingly Lee Hopkins\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/leehopkins.com\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/#primaryimage\"},\"thumbnailUrl\":\"\",\"datePublished\":\"2025-08-24T16:42:17+00:00\",\"description\":\"Amazon\u2019s two-step verification failure shows how empty \u201ccustomer-centric\u201d can be without accountability. A leadership lesson for every organisation\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/#breadcrumb\"},\"inLanguage\":\"vi\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"vi\",\"@id\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/#primaryimage\",\"url\":\"\",\"contentUrl\":\"\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/leehopkins.com\\\/amazon-customer-centricity-failure\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/leehopkins.com\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Astounding customer service failure\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/leehopkins.com\\\/#website\",\"url\":\"https:\\\/\\\/leehopkins.com\\\/\",\"name\":\"Lee Hopkins - Communicate with passion!\",\"description\":\"Words, Wit, and Wonder\",\"publisher\":{\"@id\":\"https:\\\/\\\/leehopkins.com\\\/#\\\/schema\\\/person\\\/06c0ee4f0c5b25b04cdb57d0f328cd96\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/leehopkins.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"vi\"},{\"@type\":[\"Person\",\"Organization\"],\"@id\":\"https:\\\/\\\/leehopkins.com\\\/#\\\/schema\\\/person\\\/06c0ee4f0c5b25b04cdb57d0f328cd96\",\"name\":\"Lee\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"vi\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/46a5b7042fdba8e2b39697b8e8c6d0ab3361275fa22ff61bc83e5d79b4475217?s=96&r=g42bffe0cce859c54c90a99fcc17222b7\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/46a5b7042fdba8e2b39697b8e8c6d0ab3361275fa22ff61bc83e5d79b4475217?s=96&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/46a5b7042fdba8e2b39697b8e8c6d0ab3361275fa22ff61bc83e5d79b4475217?s=96&r=g\",\"caption\":\"Lee\"},\"logo\":{\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/46a5b7042fdba8e2b39697b8e8c6d0ab3361275fa22ff61bc83e5d79b4475217?s=96&r=g42bffe0cce859c54c90a99fcc17222b7\"},\"sameAs\":[\"http:\\\/\\\/leehopkins.com\\\/\",\"https:\\\/\\\/www.facebook.com\\\/BetterCommunicationResults\",\"https:\\\/\\\/www.instagram.com\\\/bettercommunicationresults\\\/\",\"https:\\\/\\\/linkedin.com\\\/in\\\/leehopkins\",\"https:\\\/\\\/x.com\\\/x.com\\\/leehopkins\",\"https:\\\/\\\/www.youtube.com\\\/channel\\\/UCCh_F3NRqyN1JYfW0Fjo0JA\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Astounding customer service failure - Surprisingly Lee Hopkins","description":"Amazon\u2019s two-step verification failure shows how empty \u201ccustomer-centric\u201d can be without accountability. A leadership lesson for every organisation","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/leehopkins.com\/vi\/amazon-customer-centricity-failure\/","og_locale":"vi_VN","og_type":"article","og_title":"Astounding customer service failure - Surprisingly Lee Hopkins","og_description":"Amazon\u2019s two-step verification failure shows how empty \u201ccustomer-centric\u201d can be without accountability. A leadership lesson for every organisation","og_url":"https:\/\/leehopkins.com\/vi\/amazon-customer-centricity-failure\/","og_site_name":"Surprisingly Lee Hopkins","article_publisher":"https:\/\/www.facebook.com\/BetterCommunicationResults","article_author":"https:\/\/www.facebook.com\/BetterCommunicationResults","article_published_time":"2025-08-24T16:42:17+00:00","author":"Lee","twitter_card":"summary_large_image","twitter_creator":"@x.com\/leehopkins","twitter_site":"@leehopkins","twitter_misc":{"\u0110\u01b0\u1ee3c vi\u1ebft b\u1edfi":"Lee","\u01af\u1edbc t\u00ednh th\u1eddi gian \u0111\u1ecdc":"2 ph\u00fat"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/#article","isPartOf":{"@id":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/"},"author":{"name":"Lee","@id":"https:\/\/leehopkins.com\/#\/schema\/person\/06c0ee4f0c5b25b04cdb57d0f328cd96"},"headline":"Astounding customer service failure","datePublished":"2025-08-24T16:42:17+00:00","mainEntityOfPage":{"@id":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/"},"wordCount":542,"commentCount":8,"publisher":{"@id":"https:\/\/leehopkins.com\/#\/schema\/person\/06c0ee4f0c5b25b04cdb57d0f328cd96"},"image":{"@id":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/#primaryimage"},"thumbnailUrl":"","keywords":["Amazon","customer service","customer-centric"],"articleSection":["Decision-making","Decision-making","Leadership","Organisations"],"inLanguage":"vi","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/","url":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/","name":"Astounding customer service failure - Surprisingly Lee Hopkins","isPartOf":{"@id":"https:\/\/leehopkins.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/#primaryimage"},"image":{"@id":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/#primaryimage"},"thumbnailUrl":"","datePublished":"2025-08-24T16:42:17+00:00","description":"Amazon\u2019s two-step verification failure shows how empty \u201ccustomer-centric\u201d can be without accountability. A leadership lesson for every organisation","breadcrumb":{"@id":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/#breadcrumb"},"inLanguage":"vi","potentialAction":[{"@type":"ReadAction","target":["https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/"]}]},{"@type":"ImageObject","inLanguage":"vi","@id":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/#primaryimage","url":"","contentUrl":""},{"@type":"BreadcrumbList","@id":"https:\/\/leehopkins.com\/amazon-customer-centricity-failure\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/leehopkins.com\/"},{"@type":"ListItem","position":2,"name":"Astounding customer service failure"}]},{"@type":"WebSite","@id":"https:\/\/leehopkins.com\/#website","url":"https:\/\/leehopkins.com\/","name":"Lee Hopkins - Communicate with passion!","description":"Words, Wit, and Wonder","publisher":{"@id":"https:\/\/leehopkins.com\/#\/schema\/person\/06c0ee4f0c5b25b04cdb57d0f328cd96"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/leehopkins.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"vi"},{"@type":["Person","Organization"],"@id":"https:\/\/leehopkins.com\/#\/schema\/person\/06c0ee4f0c5b25b04cdb57d0f328cd96","name":"Lee","image":{"@type":"ImageObject","inLanguage":"vi","@id":"https:\/\/secure.gravatar.com\/avatar\/46a5b7042fdba8e2b39697b8e8c6d0ab3361275fa22ff61bc83e5d79b4475217?s=96&r=g42bffe0cce859c54c90a99fcc17222b7","url":"https:\/\/secure.gravatar.com\/avatar\/46a5b7042fdba8e2b39697b8e8c6d0ab3361275fa22ff61bc83e5d79b4475217?s=96&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/46a5b7042fdba8e2b39697b8e8c6d0ab3361275fa22ff61bc83e5d79b4475217?s=96&r=g","caption":"Lee"},"logo":{"@id":"https:\/\/secure.gravatar.com\/avatar\/46a5b7042fdba8e2b39697b8e8c6d0ab3361275fa22ff61bc83e5d79b4475217?s=96&r=g42bffe0cce859c54c90a99fcc17222b7"},"sameAs":["http:\/\/leehopkins.com\/","https:\/\/www.facebook.com\/BetterCommunicationResults","https:\/\/www.instagram.com\/bettercommunicationresults\/","https:\/\/linkedin.com\/in\/leehopkins","https:\/\/x.com\/x.com\/leehopkins","https:\/\/www.youtube.com\/channel\/UCCh_F3NRqyN1JYfW0Fjo0JA"]}]}},"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":10844,"url":"https:\/\/leehopkins.com\/vi\/amazons-failure-of-ownership\/","url_meta":{"origin":10821,"position":0},"title":"Amazon\u2019s failure of ownership","author":"Lee","date":"25 Th\u00e1ng 8 2025","format":false,"excerpt":"Amazon\u2019s staff phoned the dead number I\u2019d already told them was inactive, ignoring the working one in every email. This isn\u2019t service \u2014 it\u2019s a leadership failure. When scripts replace ownership, customers see the truth: slogans mean nothing without action","rel":"","context":"Trong &quot;Amazon&quot;","block_context":{"text":"Amazon","link":"https:\/\/leehopkins.com\/vi\/category\/amazon-fiasco\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":10853,"url":"https:\/\/leehopkins.com\/vi\/kafka-in-a-call-centre-amazon-mailbox-failure\/","url_meta":{"origin":10821,"position":1},"title":"Kafka in a call centre","author":"Lee","date":"26 Th\u00e1ng 8 2025","format":false,"excerpt":"Amazon\u2019s customer support has hit new depths: escalation treated as violation, AI dashboards screaming red, and now the support mailbox itself fails. This isn\u2019t customer service\u2014it\u2019s parody. Here\u2019s why leadership culture, not AI, determines whether customers are helped or abandoned","rel":"","context":"Trong &quot;Amazon&quot;","block_context":{"text":"Amazon","link":"https:\/\/leehopkins.com\/vi\/category\/amazon-fiasco\/"},"img":{"alt_text":"Amazon Customer Support email -- your inbox is broken, Andy Jassy","src":"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-email-unable-delivered-1024x528.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-email-unable-delivered-1024x528.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-email-unable-delivered-1024x528.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-email-unable-delivered-1024x528.png?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":11019,"url":"https:\/\/leehopkins.com\/vi\/amazon-kdp-even-when-fixed-its-not\/","url_meta":{"origin":10821,"position":2},"title":"Amazon KDP: Even when they say it\u2019s fixed, it isn\u2019t","author":"Lee","date":"30 Th\u00e1ng 8 2025","format":false,"excerpt":"Amazon told me my KDP two-step verification problem was fixed. Screenshots prove otherwise. I remain locked out, trapped in an endless cycle of contradictory advice and system failures. This isn\u2019t just incompetence\u2014it\u2019s abdication of responsibility. Read the evidence","rel":"","context":"Trong &quot;Amazon&quot;","block_context":{"text":"Amazon","link":"https:\/\/leehopkins.com\/vi\/category\/amazon-fiasco\/"},"img":{"alt_text":"Amazon KDP: Even when they say it\u2019s fixed, it isn\u2019t","src":"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-2025-08-30_14-38-07-1-1024x712.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-2025-08-30_14-38-07-1-1024x712.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-2025-08-30_14-38-07-1-1024x712.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-2025-08-30_14-38-07-1-1024x712.png?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":10966,"url":"https:\/\/leehopkins.com\/vi\/amazon-kdp-case-43656792-evidence-refused-to-receive\/","url_meta":{"origin":10821,"position":3},"title":"Amazon KDP Case #43656792 \u2014 The evidence they asked for, the evidence they refused to receive","author":"Lee","date":"29 Th\u00e1ng 8 2025","format":false,"excerpt":"Amazon asked me for proof, then blocked my reply when I sent it. Every bounced email becomes another post, every silence another record. Read how Amazon KDP refused evidence in Case #43656792, and why it matters for every author trapped in their system","rel":"","context":"Trong &quot;Amazon&quot;","block_context":{"text":"Amazon","link":"https:\/\/leehopkins.com\/vi\/category\/amazon-fiasco\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-Bounced-email02-746x1024.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-Bounced-email02-746x1024.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-Bounced-email02-746x1024.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/08\/Amazon-Bounced-email02-746x1024.png?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":10954,"url":"https:\/\/leehopkins.com\/vi\/amazon-contradiction-2sv-disabled-but-not\/","url_meta":{"origin":10821,"position":4},"title":"Amazon\u2019s contradiction laid bare: \u201c2SV disabled\u201d\u2026 except it wasn\u2019t (video)","author":"Lee","date":"29 Th\u00e1ng 8 2025","format":false,"excerpt":"Amazon KDP promised my Two-Step Verification was \u201cdisabled\u201d\u2014but my test video shows I\u2019m still locked out. Contradictions, chaos, and abdication define Andy Jassy\u2019s Amazon. Read how their failures trap authors\u2019 livelihoods in a broken system and amplify the noise they hope to silence","rel":"","context":"Trong &quot;Amazon&quot;","block_context":{"text":"Amazon","link":"https:\/\/leehopkins.com\/vi\/category\/amazon-fiasco\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":10865,"url":"https:\/\/leehopkins.com\/vi\/the-amazon-fiasco-a-case-study-in-corporate-failure\/","url_meta":{"origin":10821,"position":5},"title":"The Amazon Fiasco: A case study in corporate failure","author":"Lee","date":"26 Th\u00e1ng 8 2025","format":false,"excerpt":"This is the full chronology of my Amazon KDP fiasco: royalties withheld, support loops endless, escalation treated as violation, and the final insult \u2014 being told to start a new account. Call it incompetence, call it bureaucracy. I call it unconscionable","rel":"","context":"Trong &quot;Anxiety and stress&quot;","block_context":{"text":"Anxiety and stress","link":"https:\/\/leehopkins.com\/vi\/category\/anxiety-and-stress\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_likes_enabled":true,"authors":[{"term_id":306,"user_id":1,"is_guest":0,"slug":"leehopkins","display_name":"Lee","avatar_url":"https:\/\/secure.gravatar.com\/avatar\/46a5b7042fdba8e2b39697b8e8c6d0ab3361275fa22ff61bc83e5d79b4475217?s=96&r=g","0":null,"1":"","2":"","3":"","4":"","5":"","6":"","7":"","8":""}],"_links":{"self":[{"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/posts\/10821","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/comments?post=10821"}],"version-history":[{"count":0,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/posts\/10821\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/"}],"wp:attachment":[{"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/media?parent=10821"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/categories?post=10821"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/tags?post=10821"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/leehopkins.com\/vi\/wp-json\/wp\/v2\/ppma_author?post=10821"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}