THE OPTIMIZED CUSTOMER is a business strategy employed by many huge companies. In short, while the customer is very unhappy, they are either tied to the service or it is a monopoly. The company does not care about these unhappy customers. Tried to complain in these situations and get the “on hold” loop and more? This strategy is cynically anti-innovative, anti almost everything good about great customer relations. See it with telecom, electricity, and credit card giants. Even Kafka would have been driven mad. It is a sign of Big is Awful.
linkedin post 2022-06-29 05:12:48
Nigel Fleming
September 21, 2022