I have seen lots of posts that "customer satisfaction is no longer important since all is drivern by money." This makes no sense - repeat business from a customer is a lot easier to get than it is to convert someone else's customer. Obviously there are some tradeoffs about how much it is worth it to pay to keep a single customer happy, but pissing off your own customers is just a silly business practice.

We know that lots of businesses work hard to keep their customers happy. And there is no business in the modern world that is not driven by money. So the problem cannot lie with modern capitalism. Now Volvo might be behaving stupidly, but then that should show up in the bottom line. But given my observations on brand loyalty, even on this board, it is hard to see them being all that stupid.

Neal