Telcos prevent customer satisfaction

Last week’s WSJ reported that “Several large telephone and cable companies are starting to make it harder for consumers to use the Internet for phone calls or swapping video files.” Surely, the best strategy that a business can take when faced with booming customer demand is to reduce what it offers to customers.
The incumbent telcos and content companies have the same problem — they’d rather protect their obsolete business models than to see what customers want now and provide it.

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