Is ‘customer first’ a load of hogwash in telco-land?
Telcos talk a lot about being customer-focused but their actions can belie their words.
Rob O’Neill
Thu, 16 May 2019
It has become one of the axioms of Freakonomics: that incentives rule the world and can often be the root cause of some pretty perverse outcomes.
To understand how our world really works, we are advised to work out what people really care about, not what they say they care about.
The idea
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Rob O’Neill
Thu, 16 May 2019
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Is ‘customer first’ a load of hogwash in telco-land?
Analysis,Business,
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