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Feb
7
2010

"The essay's review of financial results in a range of industries demonstrated how many companies depend for much of their profits on customers shooting themselves in the foot. That is, they make their best money when people fail to make choices that will serve them well. When a company games the system in this way, McGovern and Moon warned, it constitutes an open invitation for blank-sheet-of-paper newcomers to right wrongs and change the game. "Businesses that prey on customers are perpetually vulnerable to their pent-up hostility," they wrote. "Sometimes all it takes to drive mass defection is the appearance of a customer-friendly competitor.""

blogs.hbr.org/...ise_of_business_populists.html
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  • "So we asked, 'What would this industry be like if we did things the right way?'" he continues. "What would a club look like if members designed it? What would the membership offer look like if the customer wrote it? What would the hours of operation be if customers set them? What if we let customers dictate how we did things? That's why we did away with contracts. A contract makes you fat and lazy. We have to win over every one of our customers every month. It forces us to keep getting better."
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