"How do you explain the success of companies that consistently provide a poor experience but perform well financially?"
"I wish more people asked this question because it shows that they're thinking about customer experience in the right context: as a path to profits."
"Here's my answer: Creating a superior customer experience is the most important thing that companies need to do. But it will never be the only important thing they need to do."
The article discusses 2 situations in the market where even poor customer experience can survive. When a company has a monopoly or they just happen to be the best of the worst, in terms of poor customer service. The author also covers how much poor customer service can costs a company and provides examples.
As Harley Manning says, "The bottom line: So is it possible to explain the business success of companies that deliver a flawed customer experience? Sure it is. Just don't count on that success continuing as we get deeper into the age of the customer."