What strikes me about this email initiated by Bill Gates over 5 years ago is not a techie issue. The important email is not Gates words … its the two emails right after that begin a thread that is classic internally focussed, and just wrong. If you see your Bank here, then start cringing.
Look for:
- no reply all to Gates – so we have to assume Poole sent a separate email to Gates profusely apologising, then wrote the cool, no problem email to Amir & Chris.
- Amir’s email refusing to acknowledge there is an issue. Note he says that Bill’s experience is not his. This is the opposite of customer focussed, but note that Bill did not see that response.
Full text: An epic Bill Gates e-mail rant
It shows that even the Microsoft co-founder — who champions the “magic of software” — isn’t immune to the frustrations of everyday computer users. Keep in mind that this was more than five years ago, so it doesn’t necessarily reflect the specific state of things now.
Bankwatch 
Note at the end of the article linked in your post –
As for the message, Gates smiled and said, “There’s not a day that I don’t send a piece of e-mail … like that piece of e-mail. That’s my job.”
Its great to see the head of the business keeping the customer experience and channel usability people on their toes. CEO-led Customer Experience – it works!
@Rob … very true, and essential. They key remains how the company responds and how the CEO holds the company accountable.