What CEOs Can Learn from Andrew Mason’s Resignation Letter


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There’s been a lot of talk and press about Andrew Mason leaving (OK, getting fired from) Groupon. I didn’t pay much attention to it until I came across this post over the weekend about The 13 Best Resignation Letters of All Time. His really stood out to me for a variety of reasons.

If you haven’t seen the letter, here it is in its entirety, as published with the above story.

I love how he owned up to some things, but what I really love is that last paragraph (bolding is mine), which reads:

If there’s one piece of wisdom that this simple pilgrim would like to impart upon you: have the courage to start with the customer. My biggest regrets are the moments that I let a lack of data override my intuition on what’s best for our customers. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity!

Wow! He sums up in so many words what we, as customer experience professionals, try to convey every day: It is important to the success of the business to focus on the customer and on the customer experience.

I don’t know much about the inner workings and culture of Groupon, but I do know that the business has been in trouble for a while. And just last week, Groupon lost a quarter of its market value after releasing their Q4 earnings. Making the customer (and employee) experience a priority leads to better numbers than that. I don’t think I need to give you any examples; you should know them by now.

I suppose someone learned a huge lesson here. And I’m glad he decided to impart it on his employees as he was leaving. I hope the new CEO, when selected, carries that torch. This is a lesson to be learned by a lot of CEOs.

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. – Sam Walton

Republished with author's permission from original post.

Annette Franz
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker. She has 25+ years of experience in helping companies understand their employees and customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement. She's sharing this knowledge and experience in her first book, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business).


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