It's interesting how that infects every aspect of a company. I used to work tech support for a mid sized company selling some specialized networking eqipment,

It's interesting how that infects every aspect of a company. I used to work tech support for a mid sized company selling some specialized networking eqipment, late 1990s and early 2000s. Our big deal was we answered the phone immediately, and we were good at what we did, we solved problems, resolved the issue right then and there on the phone. Customers paid through the nose for our support contracts because it was worth it and they were happy. Happy customers were actually happy customers. Company grew and was acquired and acquired other companies and so on. By the end of my time there happy customers was a metric. It really didn't reflect actually happy customers, it was an amalgam of arbitrary stats. We could hit or surpass those numbers, nothing really mattered. Nobody was more happy if the numbers went up, or more sad if the numbers went down. Someone closed a ticket, did it solve anything?, who knows, but it was one more ticket closed! Management who knew how to build a team, support people who cared, including myself, all just moved on. Sad stuff really.