Date Added: Jun 2009
It never seems to fail. We all know companies who provide bad service or make decisions that will undoubtedly upset and anger customers - and we always wonder why. Yet, at the same time, many of us have certainly been in the meetings where those decisions are made. People say "Well, this will anger customers, but we need to do it for reasons x, y or z." It may be to grow revenue. Or it may be for technological reasons. Or it may be to stop customers from "Getting away" with something. Or maybe it's to provide more "Consistent" customer service. Whatever it is, there's always some business reason that lets the decision makers ignore the impact it will actually have.