On Mon, Apr 21, 2014 at 5:56 AM, Steven M. Caesare <scaes...@caesare.com> wrote: >> Re: Companies' incentives: That's not universally true. I refer you to >> companies that have as at least some of their core operating principles the >> ideas of customer service - > > That's an ends to a means. That customer service exists to promote goodwill > with regard to the customer buying products the sell, > > The litmus test for these: > > Cold the company conceivably exist by eliminating the "extra mile" customer > service? Yes. Could they existin by eliminating product sales? No.
Hrm. I don't think that's the right yardstick. I believe the question should be: Would these companies be category leaders if they didn't have such good customer service? And I believe the answer is no. Kurt
