>Thats a very interesting spin on "more customer service oriented" or some similar view I was responding to.
The problem I see with a lot of people in these discussions is that they think "happy customers" => "more revenue". This isn't true in many cases. Many times, pissing off customers will make more money. Just look at Comcast.
The sociopaths who run big corporations figured this out long ago and that's why these companies make money. They're able to easily take advantage of peoples' naivety and assumptions that other people are like them.
100% this. the ARPU goes down as a function of helpdesk? easier not to have one, than fix the underlying problems which cause people to seek one. This is where google excels: no helpdesk! (unfair: there is one, you have to be in paid tier like google one, and they are excellent)
The problem I see with a lot of people in these discussions is that they think "happy customers" => "more revenue". This isn't true in many cases. Many times, pissing off customers will make more money. Just look at Comcast.
The sociopaths who run big corporations figured this out long ago and that's why these companies make money. They're able to easily take advantage of peoples' naivety and assumptions that other people are like them.