Sure, this would be nice - and yet, he's still sending his kid to the school. And the school is still running. It seems to make no difference in this case. So,

Sure, this would be nice - and yet, he's still sending his kid to the school. And the school is still running. It seems to make no difference in this case. So, what are the reasons to actually focus on customer experience? When does it pay off? (Not as often as you'd like. Amazon is a prime - pardon the pun - example that once you have enough of the market, you can let customer experience go downhill, because people value convenience over experience)