Quote:
Originally Posted by jersysman
If one running a business cannot see the CS will help their business be successful, I see an unsuccessful business in the long run.
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I'm sure you can find some examples.
One counter-example is AT&T, first established, under the current name, in 1885. They are regarded by some as
right at the bottom for customer service today. Yes, I remember the break-up, but the pieces did well enough for that to be no punishment at all. And going back further, for the longest time they forced you to lease their brand of phone, and wouldn't give you a straight answer on whether a party line would really have another party.
An opposite type of counter-example consists of the many long-gone local department stores that asked you if you wanted to carry your purchase, or have it delivered for free. Try that at WalMart, now about 50 years old under that name. Whether they will last as long as the Philadelphia Wanamaker's did (93 years), we don't know, but I'd be surprised if they don't have at least another 20 years in their run, and they have already exceeded the averages:
http://csinvesting.org/wp-content/up...-firms-r11.jpg