According to Consumer Reports, the top 5 biggest annoyances are:
As an organization, you probably can't do much about #3 and #4 beyond a strongly-worded article in your employee newsletter.
Addressing #1 is out too, unless you like trashing one of your few remaining profit centers. More's the pity.
As for truth-in-billing (#5), is there any specific reason your bills are incomprehensible except everyone else's are too and you're pretty content being mediocre?
That leaves #2 and, from The New York Times, LucyPhone is a company founded on the assumption that you're not likely to make much progress there either. (LucyPhone.com)
I guess the lesson here is that if you dither long enough, some smart youngsters will solve your customers' problems for you. Of course they'll also wreck your comfortable status quo and take for themselves the value created in the process.
Works for me. I love those kids. The more of 'em in my start-up incubator the better.
- Hidden fees.
- Not getting a human on the phone.
- Tailgating.
- Cell-phone use by drivers.
- Incomprehensible bills.
As an organization, you probably can't do much about #3 and #4 beyond a strongly-worded article in your employee newsletter.
Addressing #1 is out too, unless you like trashing one of your few remaining profit centers. More's the pity.
As for truth-in-billing (#5), is there any specific reason your bills are incomprehensible except everyone else's are too and you're pretty content being mediocre?
That leaves #2 and, from The New York Times, LucyPhone is a company founded on the assumption that you're not likely to make much progress there either. (LucyPhone.com)
I guess the lesson here is that if you dither long enough, some smart youngsters will solve your customers' problems for you. Of course they'll also wreck your comfortable status quo and take for themselves the value created in the process.
Works for me. I love those kids. The more of 'em in my start-up incubator the better.
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