Unfortunately, I dont think Lowell will listen. Remember, shareholder value is the most important thing.
Sadly true.
A highly profitable company with disgruntled customers (such as AT&T) is a bigger hit with investors than a moderately profitable company with very high user satisfaction. So there is far more incentive (at the C-level where careers are made and fat bonuses are paid) to rake in cash, than to institue policies to keep paying customers happy-- no matter how shortsighted it is.
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