3 ms·
Angering customers may not in fact be good economic sense. You may be thinking more short-term than you should.
by xapata 8y ago
Angering customers may not in fact be good economic sense. You may be thinking more short-term than you should.
- wyattpeak 8y agoWhile I'm arguing against them doing it in my comment, I do think it's a perfectly good long term strategy economically. Experience suggests to me that the standard of service at which customers will stop buying a product is very low, so long as it's cheap. A hundred years ago grocers thought that self-service supermarkets were too customer-unfriendly to last. That seems to have stood the test of time just fine. Buying a business class fare on a plane absolves you of almost all the unpleasantness of an airport, yet fewer than 5% of people, eyeballing it, take the airlines up on that.