Consumerist lays it out:
- Are your most profitable customers those who have the most reason to be dissatisfied with you?
- Do you have rules that you want customers to break because doing so generates profits?
- Do you make it difficult for customers to understand or abide by your rules, and to you actually help customers break them?
- Do you depend on contracts to prevent customers from defecting?
Telcos, we’re looking at you.