"What was the result of Project Impact? - $1.85 billion in potential revenue lost; [...] Customer satisfaction "soared" (i.e. went up)"
If your customers said they wanted you to jump off a cliff, would you do it?
If your store is an unpleasant place to shop, customers are going to tell you they don't like spending time and money there. Blindly follow that advice, and you'll close your outlet entirely.
On the other hand, if you stand to make more money by making people unhappy, maybe your business isn't the net gain to humanity that you wish it was. It's a real ethical issue. I'm not sure I even want to be in charge of an operation like that.
Interesting one-two quote:
"What was the result of Project Impact? - $1.85 billion in potential revenue lost; [...] Customer satisfaction "soared" (i.e. went up)"
If your customers said they wanted you to jump off a cliff, would you do it?
If your store is an unpleasant place to shop, customers are going to tell you they don't like spending time and money there. Blindly follow that advice, and you'll close your outlet entirely.
On the other hand, if you stand to make more money by making people unhappy, maybe your business isn't the net gain to humanity that you wish it was. It's a real ethical issue. I'm not sure I even want to be in charge of an operation like that.