![\"Amazon:](\"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/10\/amazon-bots-surnames-banner-1024x452.jpg?resize=580%2C256&ssl=1\")
![\"Amazon:](\"https:\/\/i0.wp.com\/vietleadershipcoach.com\/wp-content\/uploads\/2025\/10\/amazon-ethan-email-981x1024.jpg?resize=580%2C605&ssl=1\")
<\/p>\n<\/p>\n
Amazon\u2019s latest response landed in my inbox, and it raised a peculiar but telling question: why don\u2019t my so-called \u201cExecutive Customer Relations\u201d contacts have surnames?<\/p>\n
Ethan R.<\/p>\n
Angelique.<\/p>\n
That\u2019s how they sign off. Polite, polished, vague. But not quite human. Real people have surnames. Just minutes before Ethan\u2019s latest email arrived, I had written to Amazon executives Doug Harrington, Dharmesh Mehta, and Steve Downer\u2014all of whom, like the rest of us, carry full names. Full accountability.<\/p>\n
So why don\u2019t Ethan and Angelique? Why would the world\u2019s largest retailer\u2014a company with resources larger than many sovereign states\u2014present its customers with corporate representatives who appear more like scripted constructs than real people? Why not go all the way and give the bots surnames too?<\/p>\n The issue is no longer just technical. Yes, my account access is still blocked. Yes, my royalties are still trapped. Yes, the stress and disruption are mounting daily. But layered over all of that is a deeper problem: the erosion of trust when \u201ccustomer relations\u201d no longer sound like humans at all.<\/p>\n Adobe once faced a similar problem with me\u2014and solved it quickly. Amazon, meanwhile, has perfected the art of escalation without resolution. Escalation without identity. Escalation without surnames.<\/p>\n I\u2019ve asked three things, and they remain unanswered:<\/p>\n Names matter. They signal accountability, identity, and presence. Strip them away, and what remains looks less like leadership and more like automation in a suit. If your \u201ccustomer relations\u201d team sound more like bots than people, don\u2019t be surprised when trust evaporates.<\/p>\n<\/div>\n The post The curious case of Amazon\u2019s half-named executives<\/a> appeared first on vietnam leadership coach<\/a>.<\/p>","protected":false},"excerpt":{"rendered":" Ethan R., Angelique, and the bot problem Amazon\u2019s latest response landed in my inbox, and it raised a peculiar but telling question: why don\u2019t my so-called \u201cExecutive Customer Relations\u201d contacts have surnames? Ethan R. Angelique. That\u2019s how they sign off. Polite, polished, vague. But not quite human. Real people have surnames. Just minutes before Ethan\u2019s…<\/p>","protected":false},"author":1,"featured_media":11505,"comment_status":"open","ping_status":"closed","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":[130],"tags":[],"ppma_author":[306],"class_list":["post-11504","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-general"],"yoast_head":"\n\n
\n\nLesson for Amazon<\/h3>\n