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Are they idiots though? They know the customer has no choice so they leverage this into offering the absolute worst service they can offer and still make money.
by close04 7y ago
Are they idiots though? They know the customer has no choice so they leverage this into offering the absolute worst service they can offer and still make money. On the other hand their lobby groups make sure this remains the status quo.
This isn't a happy accident for those "idiot businesspeople", it's a carefully thought out business plan.
- mikeash 7y agoEven if you can ride the fine line to keep frustrated customers, they’ll tell friends, family, and strangers about how much you suck and you’ll have a harder time acquiring new customers.
- close04 7y agoThat's great for situations where you don't really need the service. But some of the worst offenders are ISPs and mobile operators and they're also in the best position to have monopoly.
- luckylion 7y agoAs long as your competitors do the same thing, they'll tell their brother and he'll reply with "oh I had the same experience with $competitor" and customer service is no longer a relevant factor in deciding which company to go with.