When organizations scale, digital interactions belie our expectation that anyone in charge actually gives a damn.
Once there is math to do, the CFO does the math.
You quickly discover that no, the search engine should not bother having a customer support team.
That UPS or Fedex should just hang up on you if your package is only a few hours late.
They probably never cared, but now it's clear to the customer that they don't.
Two paths are available if you want to compete with someone who is doing the numbers:
- Care less than them. A lot less.
- Take care more than them. An unreasonable amount.
Each method can pay for itself.