CEO vs. CFO vs. COO vs. Customer

This week I've had great customer experiences and some that were downright dreadful.

And I started wondering about the once that weren’t good:

(a) Can anything/everything be improved? (b) Should it?

In most cases the answer to (a) is yes, whereas the answer to (b) is it depends.

Under (b) The CFO would say, it depends on the cost, the COO would say, it depends on feasibility, and the CEO would say it depends on whether it is the right thing to do for the company as a whole. Broadly speaking.

It makes me wonder if, where bad experiences are had, was it a conscious choice by someone in the organization or if it happened at random or by accident?

When it happens once, you write it off as random or accident, but when it happens consistently, someone somewhere must have decided that's what the company will accept.

This all might seem obvious to you, but it kind of is unacceptable to me.

No company should 'allow' bad experiences to be had.

The downside is too great and the upside to taking good care of customers, employees, suppliers, etc. is infinite.

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