Archive for March, 2012

Banking on Customer Mistakes

Posted on 31. Mar, 2012 by in Excerpt

Taking advantage of customers’ errors may seem profitable in the short term, but in the long term it erodes customer trust and leads to churn. Untrustable business models thrive in our economic system today largely because being untrustable can be highly profitable–in the short term anyway–and many businesses are managed almost entirely for short-term results. [...]