The other night I was on CNBC debating the wisdom in the decision by SPRINT to shut off cell phone service to more than 1,000 subscribers that were said to have over-used call-in customer support.
SPRINT claims that it needs to shore up profits by cutting costs, and blabbers and dissatisfied customers are disproportionately cutting into them.
Of course, SPRINT is chasing an illusion, a chimera; the idea that the path to sustainable profits is paved with peevishness, that paring costs is synonymous with producing profits.
Short-term, it works, but in the long run, the winners in business are the innovators who don’t take anything away, but instead add value.
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