Are Customer Complaints Profitable?

Research in Harvard Business Review last year suggested that some companies with poor customer service are terrible on purpose to wear out disgruntled customers so they don’t have to fix customer problems. Moreover, the HBR authors suggest that this method makes these organizations more profitable.

This episode of The Intuitive Customer explores this idea in more detail. We discuss businesses that might benefit from this strategy, and which ones would not. Find out which group you belong to and why.