Right now, the cell carriers spend about $6 billion a year on advertising. Why doesn’t it occur to them that they’d attract a heck of a lot more customers by making them happy instead of miserable? By being less greedy and obnoxious? By doing what every other industry does: try to please customers instead of entrap and bilk them?
The above quote, from David Pogue in today's New York Times, neatly encapsulates everything that companies are doing wrong these days.
Funny that it's sharing the front page of the business section with articles about Zappos, a company that's generally doing everything right.