Downtown Parking Lots and the Customers Who Hate Them

May 28, 2007 1 comment Open printer friendly version of this article Print Article

If you answered yes to any of the four questions, your company may be engaged in what an article, Companies And The Customers Who Hate Them in the Harvard Business Review calls adversarial value-extracting strategies.

Not only do these company-centric methods anger consumers, it makes your customer base vulnerable to new, customer-centric companies. It costs 10 times as much to get a new customer as it does to retain an old one. So why not shave a few mil from that bloated ad budget and spend it on making your customer base happier? Your bottom line will thank you.