First are the companies that make bad profits and are still in business in spite of themselves. They may have a monopoly, they may have an oligopoly, they may have been around for years, they may have a government mandate that keeps them in business. They force people to pay with long-term contracts, hidden fees and short-term incentives. They don’t care about your business, they care about the invoiced amount, the automatic withdrawal, the credit card swipe, that’s all. The goal is to make more by doing less.
The second are the companies who are trying to grow. Companies trying to grow can’t afford having people spreading bad word-of-mouth. These companies care about what every customer thinks of them and tries to continuously reinvent themselves to exceed customer expectations again and again. They want to know when they screw up, so they can fix it. Because how else will you grow?
If you know customers are unhappy after they’ve signed a contract or bought what you’re selling, do you think your company is setting itself up for long term growth?
Hint: Not all organization need to grow or have happy customers, that’s of course if external pressure doesn’t force the entire industries to change.