When Data and Anecdotes Disagree, Doubt the Data

When the data and the anecdotes disagree, the anecdotes are usually right—not because you slavishly follow anecdotes, but because the problem is usually that you're measuring the wrong thing; Bezos demonstrated this by calling Amazon's own customer-service line in a meeting and waiting over ten minutes when the metric claimed under 60 seconds, proving the data collection was wrong.