It is more or less clear to everyone that they do not value us at all. But it is very concerning that TR no longer cares about customers either. I notice more and more dissatisfied customers. How could they not be dissatisfied...
Is it possible that the company's philosophy has changed so much that customers are no longer important to them? Unbelievable.
Anyone see our NPS lately? Can't find it anywhere...
Why would customers bother to complain when nothing changes? They can vote with their feet.
a shift from "delight customers" to wait and see how loud they complain
Being anti-customer is such a horrible strategy, especially since our disruptive competition presents an existential threat. Remember when customer friendly was one of the company’s values?
Only a stupid company chooses to neglect its main source of income.
They only care about shareholders.
Oh but they have BP and his jazz band connect monthly with the customers on those thrilling town halls. On weekends he practices at Deep Ulum.
They only care about their precious NPS score. Performance is tied to it for some groups.
I wonder if they will move the goal posts as their precious NPS goes down.