Those other companies sit around trying to figure out what customer charges they can get away with,” he said. “We sit around and say, ‘What can we get away with not charging the customer?’
This is such a smart and simple thing to do — and yet so many companies do not take this approach. I have been finding more and more that customers are getting increasingly frustrated with this going on in our own industry — the financial technology and market data space.
T-Mobile Hands Consumers a Pleasant Shocker – NYTimes.com
(via fred-wilson)
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