Source: Associated Press
quote: Shareholders call the shots at any public company - not the customers. If the company begins to tank...for example, if the company's policies are pissing off customers to the point where they're taking their business elsewhere, then the shareholders will demand action.
quote: The problem there is that all carriers do the same things...have the same policies, and the same definitions of "unlimited." Ergo, there is nowhere else to take your business as a customer where you'll get better service/product. So no point in leaving. Shareholders win again.
quote: That's a nice sentiment. But it's not how business works. Businesses exist to make money. They make money by providing value to customers...but make no mistake, businesses have to maximize margin in order to grow and survive.
quote: Every business always works to find the maximum balance of margin vs. customer satisfaction. Always.
quote: Has to be that way. Netflix is a good example - they built a great reputation in the beginning as "providing great value to the customer" - then they realized that they have to maximize margin, and they overstepped their bounds, and had to back track. Finding their balance...not always easy. But always a requirement - lest the shareholders oust the CEO and the board and replace you with someone else who will get the job done.