Episode Synopsis "Poor Service Isn’t Always An Accident. It’s Often By Design"

In markets without much competition, organisations can deliver bad service not because of poor design and management, but simply because they can. The Twitter thread we discuss by Ben P. Taylor (@antlerboy) in the pod is available here. https://twitter.com/antlerboy/status/1433070351953575940?s=20 This episode is also available as a blog post: http://paulitaylor.com/2021/09/03/poor-service-isnt-always-an-accident-its-by-design/

Listen "Poor Service Isn’t Always An Accident. It’s Often By Design"

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